Support Tickets
Support Tickets are the formal tracking mechanism for issues that cannot be resolved through live support channels. When HL Pro Tools chat, Loom Walkthroughs, and Zoom Escalation cannot close an issue on the spot, a ticket gets created. Your agency team is notified, the issue is documented, and resolution is tracked until the problem is fully resolved. Nothing falls through the cracks.
Why This Matters
Every agency has lost a client over an unresolved issue that nobody tracked. The client mentioned a problem in a chat. Someone said they would look into it. Nobody wrote it down. Two weeks later the client brings it up again, angrier, and your team has no record of the original conversation. The client feels ignored. Trust evaporates.
Support tickets solve this by creating a documented trail from problem to resolution. When a ticket is created, the issue exists in a system your team can see, assign, prioritize, and track. There is accountability. There is a timeline. The client can be updated on progress without having to re-explain the problem to a different person each time.
The other critical function of support tickets is pattern recognition. When five clients submit tickets about the same workflow issue in the same week, that is not five individual problems. That is a systemic issue in your build or your onboarding. Without a ticketing system, those five complaints exist as scattered chat messages across different accounts. With tickets, they are visible data points you can act on.
How to Think About It
Support tickets are your asynchronous investigation layer. Live support channels — chat, Loom, Zoom — handle issues that can be resolved in the moment. Tickets handle everything else: bugs that need developer attention, configuration issues that require deeper diagnosis, feature requests that need to be evaluated, and anything that takes more than a single support interaction to resolve.
The quality of the ticket determines the speed of the resolution. A ticket that says “something is broken” gives your team nothing to work with. A ticket that says “the appointment confirmation workflow is not sending SMS notifications to contacts added through the pipeline, started happening Tuesday after the calendar settings were changed” gives your team a clear starting point. Train your support agents to capture specific details: what the client was trying to do, what happened instead, when it started, and any recent changes that might be relevant.
Set clear expectations with clients about ticket response times. If you promise a response within 24 business hours, deliver consistently. If a ticket will take longer to resolve, update the client proactively rather than letting them wonder whether anyone is working on their issue. Silence after a ticket submission is one of the fastest ways to lose client trust.
Common Mistakes
Not creating a ticket when one is needed. Support agents sometimes try to resolve everything in chat even when the issue clearly requires investigation. If a chat conversation exceeds 15 minutes without resolution, it should probably become a ticket. Train your support team to recognize when to escalate rather than spinning their wheels.
Creating tickets with insufficient detail. A vague ticket creates a back-and-forth cycle where your team has to ask for more information before they can even begin investigating. This delays resolution and frustrates the client. Every ticket should include the specific issue, steps to reproduce, and any error messages or screenshots.
Not updating the client on progress. A ticket without updates is the same as no ticket from the client’s perspective. Even if you have not resolved the issue yet, a brief update saying “we identified the cause and are working on a fix, expected resolution by Thursday” maintains trust. No updates for 48 or more hours erodes it.
Letting resolved tickets pile up without closing them. If you fix an issue but never formally close the ticket and confirm with the client, they may not know the problem was resolved. Or they may assume it was resolved but test and find it was not. Always close the loop: fix, confirm with client, close ticket.
Tools Involved
Support Tickets are typically managed through your agency’s project management system. They originate from the HL Pro Tools chat when issues cannot be resolved live. Your team receives notifications and can track resolution through their workflow. Depending on the issue, tickets may involve reviewing the client’s Workflows, Automations, or other GHL configurations within their sub-account.
Where This Fits
Support Tickets are at sequence position 27 in the Support Infrastructure category. They depend on HL Pro Tools because the support chat is the primary channel where unresolved issues surface and get converted into tickets. They run in parallel with Zoom Escalation as the two highest-tier support options. Zoom is for real-time resolution. Tickets are for issues that need investigation and follow-up. Together, they ensure every client issue has a clear path to resolution.
Common Questions
Who creates the support ticket? The support agent creates the ticket when they determine the issue cannot be resolved through live chat, Loom, or Zoom. The client should not have to manage the ticketing process themselves. They report the issue, and the system handles the rest.
How does the client track their ticket status? Your agency should have a clear process for updating clients on open tickets. This can be through email updates, SMS notifications, or updates within the support chat. The client should never have to ask “what is happening with my ticket” because you proactively communicated first.
What qualifies as a ticket versus something that should be handled in chat? If the issue can be resolved in under 15 minutes with information the support agent already has access to, handle it in chat. If it requires investigation, developer involvement, or access to systems the support agent does not have, create a ticket.