---
title: Tickets Overview
description: "The Tickets module is HiveCRM's built-in helpdesk for client support requests."
url: "https://hiveplugins.com/docs/tickets-overview/"
updated: "2026-09-27"
category: HiveCRM
---

# Tickets Overview

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](client-portal-overview.md) if **Allow Submitting New Tickets** is enabled under [Configuring the Client Portal](configuring-the-client-portal.md).

## 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.

## Related Documentation

- [Managing Support Tickets](managing-support-tickets.md)
- [Client Portal Overview](client-portal-overview.md)
- [Configuring the Client Portal](configuring-the-client-portal.md)