Support Tickets

Support tickets let you report issues, request features, and get help from the JourneyFuse team — all without leaving the app. You can track ticket status, reply in threads, and @mention team members.

Creating a Ticket

Navigate to Support in the sidebar and click New Ticket. There is one box: What's going on? Write it the way you'd say it out loud — a bug, a question, an idea, or "I'm moving over from TravelJoy." There are no categories to pick and no priority to guess.

As you type, the form reads what you wrote:

• Bug — your browser and screen size are attached automatically, and pasting a screenshot straight into the form usually says more than a paragraph. Bug tickets also let the support team sign in to your account to reproduce the issue; every support login appears in Settings → Login History.
• Question — the form may surface a Help Center article that already answers it. Opening the article never loses what you've typed, and you can always still send the ticket.
• Idea — goes to the product board. If it ships, you get a note on your ticket with the changelog link.
• Migration — naming a platform (TravelJoy, TESS, Tern, Travefy…) opens a card showing the exact files to export and, just as important, what does not come across — before you cancel anything.

A row of Filing as chips shows what the form understood; tap a different chip if it guessed wrong. Click Send it to create the ticket. JourneyFuse assigns a ticket number and notifies the support team; the subject line is taken from your first sentence. Workspace admins and owners also receive an email notification (unless disabled in workspace settings).

Ticket Statuses

Each ticket has one of three statuses:

Status updates automatically based on who replies — when you send a message, it moves to "Waiting on Support." When the support team responds, it moves to "Waiting on Customer."

A short thank-you after the support team's reply ("Thanks, that worked!") closes the ticket instead, so it leaves Needs your reply and no reminder emails follow. If you ask a question or add anything new, the ticket goes back to the support team as usual, and if the team writes again on a closed ticket, it reopens.

If the support team replies on a ticket you already closed (for example, to tell you a fix is now live), the ticket reopens as "Waiting on Customer" so the reply does not sit unseen in Closed. Nothing more is needed from you: if you have nothing to add, it closes again by itself after a few quiet days, with no reminder emails.

Viewing Your Tickets

The Support page shows a table of all your tickets with columns for ticket number, subject, status, priority, category, and creation date. You can:

• Search tickets by subject
• Filter by status to see only open or closed tickets

Agency owners and admins see the statuses as tabs: Needs your reply (the support team answered and is waiting on you), Waiting on support, On hold, Closed and All. The page opens on Needs your reply whenever something is waiting on you.

Click any ticket to open the conversation thread.

Replying to a Ticket

Inside a ticket, type your reply in the message area and click Send. Messages support @mentions — type @ followed by a team member's name to tag them. The mentioned person receives both an in-app and email notification.

Messages in the thread show the sender's name, avatar, and timestamp. Internal notes (visible only to your team) are also supported.

Telling Us It Worked

After we reply, a card at the top of the ticket asks whether that did it:

• When we changed something for you, it reads Your fix is live, with an Open that screen button that takes you back to where you were when you wrote in.
• When we answered a question, it reads Did that answer it?

Tap That worked (or Yes, all set) and the ticket closes. There is nothing to type and no extra email. Tap Still not right (or I still need help) and the reply box opens so you can tell us what you are seeing. You can reopen a closed ticket any time with Reopen.

On a phone, the ticket opens on the conversation. Tap Details next to your name to see the status, who is on the ticket, and the Close button.

Priority

You no longer set a priority when filing a ticket — the support team reads every ticket the hour it lands and judges urgency from what you wrote. If something is on fire, say so in the first line and it will be treated that way.

Related Articles

• @Mentions — how @mentions work in ticket replies and notes
• Client Notes — adding notes to client and trip timelines