This article covers handling support tickets in HiveCRM as a staff member.
Create a Ticket #
- Go to Hive CRM → Tickets.
- Click Add Ticket.
- Select the client, add a subject and description, and set an initial status and priority.
- Click Save.
Clients can also open tickets themselves from the Client Portal, if enabled.
Update Status and Priority #
Open a ticket and use the quick-update dropdowns to change its Status or Priority as you work through it.
Reply to a Client #
Open the ticket, type your message in the reply box, and send it. Replies are visible to the client in their portal (and, if you support email notifications, sent to them by email).
Add an Internal Note #
Use the internal note option instead of a reply when you need to leave context for your team without the client seeing it — for example flagging a billing issue to a colleague before responding to the client.
Resolve a Ticket #
Update the ticket’s status to your “resolved” or “closed” status once the issue is handled.
Delete a Ticket #
Open the ticket and click the delete action, then confirm. Deleted tickets are moved to Trash and can be restored before being permanently removed.
