Ticket management from first message to resolution
A request needs more than a message thread. MASAR keeps the requester, Support Inbox, category, priority, assignment, conversation, tags, and attachments together so the next action is visible to the team.
Give each request a clear owner
Review the ticket category, priority, and assignment as the request arrives. Add participants when colleagues need to collaborate, while keeping the ticket owner and next action clear.
Reply with the complete working context
Read the customer conversation and supporting attachments alongside customer details. Public replies communicate with the customer; internal notes keep team discussion inside the support workflow. Check the message type before sending.
Use status to reflect the real next step
Move a ticket through the available statuses as responsibility changes. A customer-waiting state describes a different next action from pending team work. Resolve the ticket when the issue is addressed and preserve the conversation for later review.
Example: a payment question needs a teammate
An agent categorizes a payment question, assigns it to the right colleague, and adds an internal note with the investigation. The colleague reviews the same conversation, sends the public reply, and updates the status when the customer no longer needs action.
Before you start
Your workspace role and the ticket’s current state determine which actions you can use. Confirm access with a workspace manager when an action is unavailable.
Read the setup guide