What a support ticket system is and why use one. How Piraja Tickets work with Mailbox and contacts.
What is a support ticket system
A support ticket system lets you log each customer request as a ticket: a single record with an issue description, priority, assignee, and status. You assign tickets so everyone knows who handles what, set priority (e.g. low, medium, high, urgent) so the team knows what to tackle first, and move tickets through statuses (e.g. open, in progress, completed) as you work on them. Tickets are linked to contacts (individuals or organizations) so you see a customer's full support history in one place. When email is connected via the Mailbox, conversations can be linked to tickets so the full thread lives with the ticket and the contact.
Why use tickets instead of only email
Ownership
Assign each ticket to the person responsible. Without tickets, it's unclear who is handling which request; with tickets, ownership is explicit and the queue is visible.
Status
See at a glance what's open, in progress, or done. That helps the team prioritise and avoids duplicate work or dropped requests.
History
All tickets for a contact appear in one place. When the same customer contacts you again, you can see every past issue and how it was resolved. That improves response quality and reduces repeat questions.
Priority
Sort and filter by priority so urgent issues get attention first. A ticket system makes it easy to run through high-priority items before moving to the rest.
How Piraja does it
The Tickets Module lets you create tickets with an issue description and priority, assign them to team members, and link them to individuals or organizations. You move tickets through statuses (e.g. open, in progress, completed) as you work. Connect Gmail or Outlook so email is in the CRM and can be associated with contacts and tickets. Optionally use the SLA module to track response or resolution times against targets. For a full setup walkthrough, see How to Set Up Customer Support with Tickets.
Best practices
Link every ticket to a contact
Always link tickets to the relevant individual or organization. That builds the support history and lets you see all requests per customer.
Use consistent priorities
Agree with the team on what low, medium, high, and urgent mean, and use them consistently. That makes prioritisation and reporting meaningful.
Close or complete when done
When the issue is resolved, move the ticket to completed or closed. That keeps the open queue accurate and avoids confusion.
Frequently asked questions
Can customers create tickets themselves?
Ticket creation is done inside Piraja by your team. Customers typically email you; you create a ticket and link the conversation (and contact). Check the product for any customer-facing portal or form if you need self-service.
Do I need Mailbox to use Tickets?
No. You can use the Tickets module on its own. Mailbox is optional but recommended so email threads are in the CRM and linked to tickets and contacts.
Who can I contact for help?
Contact support at support@piraja.io.
Conclusion
A support ticket system gives you ownership, status, and history for customer requests. Piraja provides that with the Tickets module, plus Mailbox for email and optional SLA tracking. See the Tickets Module guide and How to Set Up Customer Support with Tickets for more.