The HQ Support Inbox collects the tickets your locations open from the Support tab in HQ Connect. You can see every location's tickets in one list, take ownership of a ticket, reply, and close it. It's part of the HQ add-on. For the location's side of the same ticket, see Using Support tickets.
Who can open it
Only HQ owners and admins. Anyone else who opens the page sees Only HQ owners and admins can see the support inbox, with a note to ask an owner or admin for access.
Getting there
In the HQ sidebar, click Support under Franchise Ops.
The four tiles
- Open, with the all-time ticket count underneath.
- In progress.
- SLA breached, labeled "> 24h waiting". It turns red when above zero.
- Resolved.
The tiles count every ticket, not just the ones loaded on screen.
Find a ticket
Each ticket is a card with its number, subject, status, priority, category, the location and the person who opened it, how long ago it was created, and how long it has been waiting. Click the card or Open to see it.
- Search tickets… matches the subject, location name, submitter name or ticket number.
- The status filter offers All status, Open, In progress, SLA breached and Resolved.
- The category filter offers Operations, Software bug, Supply chain, Royalty / billing and Marketing.
Unresolved tickets are listed before resolved ones. The SLA breached filter lists the longest-waiting first. The search box and category filter work on the tickets already loaded. Click Load more at the bottom to bring in older ones.
The 24-hour SLA badge
A ticket shows SLA breached when it is still open and HQ hasn't replied for more than 24 hours. The clock starts at creation and restarts on each HQ reply. A franchisee's follow-up doesn't restart it.
It's a flat 24 hours of wall-clock time. It ignores priority and business hours, so a ticket opened on Friday evening reads as breached by Saturday evening.
Work a ticket
On the ticket page, the thread runs oldest first. HQ replies are blue. Replies from SalesThumb Support are purple and labeled SalesThumb Support. Image attachments appear as thumbnails.
- Assign to me puts your name on the ticket. Unassign appears when it's already yours. Until then it reads Awaiting assignment.
- Type in the reply box and click Send reply. The ticket moves to In progress, and the person who opened it is emailed.
- Click Close ticket and confirm. The franchisee sees it as resolved. A closed ticket has no reply box.
Related
Frequently asked questions
Q: Does replying reset the SLA clock?
A: Yes, an HQ reply does. A reply from the franchisee does not.
Q: Can I reassign a ticket to someone else?
A: The ticket page only offers Assign to me and Unassign, so you can take it or release it for yourself.
Q: Why can't my HQ team member see the inbox?
A: It is limited to HQ owners and admins. A view-only HQ member gets the owners-and-admins message.