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Audit & support

Support ticket detail

Read replies, post a follow-up, watch ticket status updates as the team works it.

Customer-app route
/settings/support/[ticketId]
Who uses this
Every authenticated team member in your Org. Tickets are Org-scoped, not user-scoped — anyone on the team can read.

What it is

The thread view for one ticket. Original request at the top, every reply chronological below, status + priority badges right side.

What you can do here

  • Read all replies from your team and from the CeliaConnect support team.
  • Post a follow-up.
  • See live status — open, awaiting customer, solved, closed.

Common workflows

Provide more detail on request

  1. Open the ticket from /settings/support.
  2. Read the latest reply asking for detail.
  3. Post your follow-up. Status returns to "open" and we re-engage.

Reopen a closed ticket

  1. Open the closed ticket.
  2. Post a new reply explaining the recurrence.
  3. Status returns to "open".

Common gotchas

The ticket says "solved" but the issue isn't fixed

Reply on the same thread — the status flips back to "open" automatically.

I can't see a teammate's ticket

Tickets are Org-scoped — every member should see every ticket. If one is missing, contact support.