> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Types

> Understanding support, escalation, and question tickets

CharleOS Help Desk supports three ticket types, each with its own purpose, workflow, and use cases. Choosing the right type ensures proper handling and resolution.

## Support tickets

### What are support tickets?

Support tickets represent:

* Technical issues
* Bugs and errors
* Broken functionality
* Problems needing fixes
* Performance issues

**Origin:**

* Can be client-submitted
* Can be created internally

**Workflow:**

* Full workflow (New → Accepted → Scheduled → In Progress → Awaiting Review → Resolved)
* Requires scheduling and assignment
* Time logged against ticket
* Testing and verification needed

### When to use support tickets

**Use support for:**

* Website or app broken
* Feature not working
* Error messages appearing
* Integration failing
* Performance degraded

**Examples:**

* "Checkout button not working"
* "Product images not loading"
* "Email notifications not sending"
* "Search returning no results"
* "Mobile menu not opening"

### Support ticket workflow

<Steps>
  <Step title="Submitted">
    Client or team creates ticket
  </Step>

  <Step title="Triaged">
    PM accepts and prioritizes
  </Step>

  <Step title="Scheduled">
    Assigned to developer with estimate
  </Step>

  <Step title="Fixed">
    Developer resolves the issue
  </Step>

  <Step title="Tested">
    PM or QA verifies fix
  </Step>

  <Step title="Resolved">
    Client notified of resolution
  </Step>
</Steps>

### Support ticket fields

**Essential details:**

* Title - Clear description of issue
* Description - Full context and steps to reproduce
* Priority - Based on impact
* Stores affected - Which sites impacted

**Helpful additions:**

* Screenshots showing issue
* Error messages or logs
* Steps to reproduce
* Expected vs actual behavior

<Tip>
  Good support tickets include enough detail that a developer can reproduce the issue without asking questions.
</Tip>

## Escalation tickets

### What are escalation tickets?

Escalations flag internal concerns:

* Scope creep issues
* Delivery delays
* Quality problems
* Service complaints

**Origin:**

* Internal only (team members)
* Not visible to clients
* For team coordination

**Workflow:**

* Full workflow possible
* May or may not need scheduling
* Focus on resolution and documentation

### When to use escalations

**Use escalations for:**

* Client requesting work beyond retainer
* Unrealistic expectations
* Delivery falling behind commitments
* Quality issues needing management attention
* Client dissatisfaction

**Examples:**

* "Client keeps adding features to retainer scope"
* "Project delayed due to client feedback loops"
* "Client unhappy with recent deliveries"
* "Unclear boundaries on what's included"

<Warning>
  Escalations are for flagging concerns early. Don't wait until situations become critical.
</Warning>

### Escalation types

Select all that apply to the situation:

**Scope Creep:**

* Work requested beyond agreement
* Unclear boundaries
* Client assuming things included
* Need to reset expectations

**Delivery Delay:**

* Work falling behind schedule
* Missed commitments
* Client expecting faster delivery
* Resource constraints

**Quality Issue:**

* Work not meeting standards
* Client dissatisfied with output
* Repeated bugs or problems
* Need process improvement

**Service Complaint:**

* Communication problems
* Relationship tension
* Client expressing frustration
* Need management intervention

### Escalation workflow

<Steps>
  <Step title="Team flags">
    Team member creates escalation with details
  </Step>

  <Step title="PM reviews">
    PM accepts and assesses situation
  </Step>

  <Step title="Action plan">
    PM coordinates with CSM and management
  </Step>

  <Step title="Address issue">
    Steps taken to resolve concern
  </Step>

  <Step title="Document resolution">
    How issue was handled, lessons learned
  </Step>

  <Step title="Resolve">
    Mark resolved with summary
  </Step>
</Steps>

### Escalation ticket fields

**Required:**

* Client
* Title - Brief summary of concern
* Escalation type(s) - Nature of issue
* Priority - Severity
* Description - Full context
* Action taken - What's been tried already

**Recommended:**

* Specific examples or evidence
* Timeline of events
* Impact on client relationship
* Suggested next steps

<Note>
  Escalations are about awareness and coordination. The goal is to address concerns proactively.
</Note>

## Question tickets

### What are question tickets?

Questions represent simple information requests:

* How does something work?
* Where can I find X?
* What is the status of Y?
* Can you explain Z?

**Origin:**

* Can be client-submitted
* Can be created internally

**Workflow:**

* Simplified (New → Accepted → Resolved)
* No scheduling or assignment
* Answer provided directly
* Fast turnaround

### When to use questions

**Use questions for:**

* Information requests
* How-to guidance
* Status checks
* Clarifications
* Simple answers

**Examples:**

* "How do I access the admin panel?"
* "What's the status of the homepage redesign?"
* "Where can I find the brand guidelines?"
* "Can you explain how the discount codes work?"

### Question vs support

**Choose Question when:**

* No work needed, just an answer
* Can be answered immediately
* No code or design changes
* Simple information

**Choose Support when:**

* Something is broken
* Work is needed to resolve
* Investigation required
* Testing needed after fix

### Question workflow

<Steps>
  <Step title="Submitted">
    Question asked
  </Step>

  <Step title="Accepted">
    PM or CSM accepts
  </Step>

  <Step title="Answer provided">
    Response added via comment or resolution summary
  </Step>

  <Step title="Resolved">
    Marked resolved with answer
  </Step>
</Steps>

### Question ticket fields

**Required:**

* Client
* Title - The question
* Priority - How urgent the answer is

**Recommended:**

* Description - Additional context
* Contact users - Who to respond to

**Optional:**

* Attachments - References

<Tip>
  Questions can often be answered same-day. Keep them separate from work tickets for faster responses.
</Tip>

## Choosing the right type

### Decision tree

**Is something broken?**

* Yes → Support ticket
* No → Continue

**Do you need information?**

* Yes → Question ticket
* No → Continue

**Are you flagging a concern?**

* Yes → Escalation ticket
* No → Consider if Help Desk is appropriate

### Type comparison

| Aspect            | Support            | Escalation        | Question            |
| ----------------- | ------------------ | ----------------- | ------------------- |
| **Origin**        | Client or Internal | Internal only     | Client or Internal  |
| **Purpose**       | Fix problems       | Flag concerns     | Get answers         |
| **Workflow**      | Full (6 statuses)  | Full (6 statuses) | Simple (3 statuses) |
| **Requires work** | Yes                | Maybe             | No                  |
| **Scheduling**    | Yes                | Sometimes         | No                  |
| **Visibility**    | Client can see     | Internal only     | Client can see      |

## Creating tickets: step by step

### Support ticket example

<Steps>
  <Step title="Select type">
    Choose "Support"
  </Step>

  <Step title="Select client">
    Choose affected client
  </Step>

  <Step title="Add title">
    "Product filter not working on collection pages"
  </Step>

  <Step title="Set priority">
    P2 - High (impacts user experience significantly)
  </Step>

  <Step title="Add description">
    "When users click filter options on collection pages, nothing happens. Issue started yesterday. Affects all collection pages across all stores."
  </Step>

  <Step title="Stores affected">
    "Main Store, Outlet Store"
  </Step>

  <Step title="Attach screenshot">
    Upload screenshot showing the issue
  </Step>

  <Step title="Submit">
    Ticket created, team notified
  </Step>
</Steps>

### Escalation ticket example

<Steps>
  <Step title="Select type">
    Choose "Escalation"
  </Step>

  <Step title="Select client">
    Choose client of concern
  </Step>

  <Step title="Add title">
    "Client requesting features outside retainer scope"
  </Step>

  <Step title="Escalation types">
    Select "Scope Creep"
  </Step>

  <Step title="Set priority">
    P3 - Medium
  </Step>

  <Step title="Add description">
    "Over the past 3 weeks, client has requested 5 new features. Each was presented as 'quick add' but totals \~20 hours. Need to discuss scope boundaries."
  </Step>

  <Step title="Action taken">
    "Clarified on calls that features are extra scope. Client unclear on retainer vs project work."
  </Step>

  <Step title="Submit">
    Escalation created for PM/management review
  </Step>
</Steps>

### Question ticket example

<Steps>
  <Step title="Select type">
    Choose "Question"
  </Step>

  <Step title="Select client">
    Choose client asking
  </Step>

  <Step title="Add title">
    "How do I update the homepage banner?"
  </Step>

  <Step title="Set priority">
    P3 - Medium
  </Step>

  <Step title="Add description">
    "Client wants to update promotional banner for sale event."
  </Step>

  <Step title="Contact user">
    Select specific client contact
  </Step>

  <Step title="Submit">
    Question created, can be answered quickly
  </Step>
</Steps>

## After creation

### Ticket appears in system

New tickets:

* Listed in Help Desk table
* Filtered by status, type, priority
* Searchable by title or ID
* Notifications sent

### Next steps

**Support tickets:**

* Wait for PM to accept
* Will be scheduled and assigned
* Team member will fix issue

**Escalations:**

* Management reviews
* Coordinates response
* May schedule if work needed

**Questions:**

* Answered quickly
* May be resolved same-day
* No scheduling required

<Info>
  You can view ticket status at any time. Add comments if you have additional information to share.
</Info>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Not sure which type to choose">
    If something is broken, use Support. If you need information, use Question. If you're flagging a concern internally, use Escalation.
  </Accordion>

  <Accordion title="Can't select certain fields">
    Some fields only appear for certain ticket types. Escalation type only shows for Escalations, etc.
  </Accordion>

  <Accordion title="Made mistake on ticket type">
    Tickets cannot change type after creation. Create a new ticket with the correct type and close the incorrect one.
  </Accordion>

  <Accordion title="Client can't create escalation">
    Escalations are internal only. Clients cannot create or see escalation tickets. This is by design.
  </Accordion>

  <Accordion title="Unsure what priority to set">
    Ask: Is revenue impacted? Is it blocking users? P1 = yes to both. P2 = yes to one. P3 = minor impact. P4 = cosmetic.
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Ticket Workflow" icon="git-branch" href="/user-guide/help-desk/ticket-workflow">
    Learn how tickets progress through statuses
  </Card>

  <Card title="Resolving Tickets" icon="check-circle" href="/user-guide/help-desk/resolving-tickets">
    Close and resolve tickets
  </Card>

  <Card title="Help Desk Overview" icon="headset" href="/user-guide/help-desk">
    Back to Help Desk overview
  </Card>

  <Card title="Time Tracking" icon="clock" href="/user-guide/time-tracking">
    Log time against tickets
  </Card>
</CardGroup>