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Support·Updated Oct 16, 2026

Answer tickets

Work through your support queues, reply to clients by email or leave internal notes for your team, and set a ticket's status as you send.

Every client request in Spodus is a ticket. You answer it from the support inbox, where the queue, the conversation and the ticket's details sit side by side.

Before you start

  • Support must be set up. See Set up support.
  • To send public replies, your role must allow sending email. Without it you can still add internal notes.

Things to know

  • A ticket's statuses are New, Open, Pending, On-hold, Solved and Closed.
  • The SLA clock pauses while a ticket is Pending or On-hold. See Set up SLAs.
  • When a client replies to a Solved or Pending ticket, it reopens.

Pick a queue

In the Support sidebar, under Queues, pick one:

  • My open: open tickets assigned to you.
  • My teams: open tickets routed to your teams. It shows only when you are in a team.
  • Unassigned: open tickets nobody owns yet.
  • Breaching SLA: open tickets past a target.
  • Over retainer: open tickets on a contract that has gone over its hours. It shows only when you have contracts with hours agreed.
  • All unsolved: every open ticket.
  • Recently solved: tickets that are solved or closed.

Click a ticket to open it. Press j and k to move to the next or previous ticket.

Above the list, use Search this queue to find a ticket by subject, requester or tag, and Sort tickets to sort by SLA · soonest breach, Priority or Most recent.

Reply to the client

  1. Above the reply box, choose Public reply.
  2. Write your reply. To attach files, click the paperclip.
  3. Click the Submit as button to send it. A New, Solved or Closed ticket becomes Open. Any other ticket keeps its status.

To set a different status as you send, click the arrow next to the button and choose Submit as Pending, Submit as Open, Submit as Solved or Submit as On-hold. Choose Pending when you are waiting on the client.

Press ⌘ + Enter (Ctrl + Enter on Windows) to submit with the status shown on the button.

Leave an internal note

  1. Above the reply box, choose Internal note. The box turns amber.
  2. Write the note and click Add note.

Only your team sees internal notes. They never reach the client.

Change several tickets at once

  1. Tick the tickets in the queue. Press x to tick the one you have open.
  2. At the top of the list, click Assign to me, or pick a new Status.

Related

  • Ticket details
  • Macros
  • Create a ticket
  • Set up SLAs
PreviousSet up SLAsNextCreate a ticket
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On this page

  • Before you start
  • Things to know
  • Pick a queue
  • Reply to the client
  • Leave an internal note
  • Change several tickets at once
  • Related