The Tickets module is HiveCRM’s built-in helpdesk for client support requests.
How to Open Tickets #
Go to Hive CRM → Tickets.
Where Tickets Come From #
Tickets can be created directly by staff, or submitted by clients through the Client Portal if Allow Submitting New Tickets is enabled under Configuring the Client Portal.
Ticket Status and Priority #
Each ticket has a Status (for example Open, In Progress, Resolved) and a Priority, both shown as quick-update dropdowns on the ticket’s detail page so staff can triage at a glance.
Replies vs. Internal Notes #
A ticket’s conversation thread supports two kinds of entries:
- Replies — visible to the client, sent as part of the support conversation.
- Internal Notes — staff-only notes never shown to the client, useful for coordinating internally on a ticket without the client seeing it.
Client Visibility #
If Allow Replying to Tickets is enabled in the Client Portal settings, clients can reply to their own ticket’s thread from the portal. Internal notes remain hidden from them regardless of that setting.
When to Use Tickets #
Use Tickets to track and resolve client support requests in the same place you manage their deals, projects, and invoices.
