# How to Manage Client Support Tickets | Axumind | Clientlex

Learn how to submit, prioritize, assign, and resolve client support tickets in Axumind using the integrated agency helpdesk.

Not every client conversation belongs to a project. Clients may have billing questions, report technical problems, request additional work, or need help with an existing service.

Axumind includes an integrated **Client Support Desk** that gives clients a dedicated way to contact your agency and helps your team manage incoming requests.

## How Clients Can Submit Support Tickets

Clients can submit support requests directly from their Axumind client portal without having to send a separate email.

To create a ticket:

- Log in to the client portal.

- Click** Support icon** in the portal header.

- Select **New Ticket**.

- Enter a subject.

- Briefly describes the issue or request in the description field.

- Choose a priority level.

- Attach screenshots where necessary to provide additional context.

- Submit the ticket.

### Choosing a ticket priority

Clients can also indicate how urgent their request is:

- **Low:** A general inquiry that does not require immediate attention.

- **Medium:** A request that should be addressed within the normal support workflow.

- **High:** An issue that needs timely attention.

Choose the priority that best reflects the urgency of the request so your agency can assess and manage it appropriately.

### Providing details and screenshots

When submitting a ticket, include enough information for your agency to understand the issue.

For technical problems, describe what happened, what you were trying to do, and any error messages you encountered.

You can also attach screenshots where supported. These can help your agency understand the problem without needing several rounds of clarification.

## How to Manage Support Tickets in the Agency Dashboard

Agency team members can manage incoming support requests from the Ticket Desk.

To access it:

- Log in to your agency dashboard.

- Navigate to **Support → Ticket Desk**.

- Open the ticket you want to review.

From the Ticket Desk, your team can review submitted requests, check their categories and priorities, respond to clients, and manage ticket statuses.

## Understanding Ticket Priorities and Statuses

Ticket priority and ticket status serve different purposes.

Priority indicates how urgently a request needs attention, while status shows where the request currently stands in your support workflow.

Axumind uses the following ticket statuses:

### Open / New

This status is used for newly submitted tickets that are awaiting a response from your agency.

### In Progress

The ticket is being actively handled by an agency team member.

### Waiting on Client

Your team has responded and is waiting for the client to provide additional information, clarification, or feedback before work can continue.

### Resolved

The issue or request has been addressed and the ticket has been marked as resolved.

Keeping ticket statuses updated helps your team identify requests that need attention and distinguish ongoing conversations from completed ones.

## Assigning Tickets to Team Members

Some support requests require attention from specific people within your agency.

For example:

- Billing questions can be assigned to the team member responsible for finance.

- Technical issues can be assigned to developers or technical support staff.

- Project-related requests can be assigned to the relevant project manager or account manager.

Use the ticket assignment controls to assign each request to the appropriate team member.

This makes it easier to establish responsibility for incoming requests and helps prevent tickets from being overlooked.

## Monitoring Support Response and Resolution Times

The Ticket Desk includes support analytics that help your agency understand how it handles incoming requests.

Two useful measurements are:

**Median First-Response Time:** The median time between a ticket being submitted and your team sending its first response.

**Average Resolution Time:** The average time taken to resolve support tickets.

These metrics give your agency an overview of how quickly clients receive responses and how long requests typically take to resolve.

Reviewing these figures can help identify areas where your support process may need improvement.

## Managing Your Client Support Workflow

A consistent support process makes it easier to keep track of client requests as your agency grows.

Review new tickets regularly, prioritize requests based on urgency, assign them to the appropriate team members, and keep their statuses updated as work progresses.

When waiting for additional information from a client, use the appropriate status so the rest of your team understands why the ticket has not yet been resolved.

Once the issue has been addressed, mark the ticket as **Resolved**.

This gives your agency a clearer record of client support activity and helps ensure that requests do not get lost among unrelated project discussions.