Use the Tickets module and Mailbox to run customer support from one place. Track issues, link emails to tickets, and keep communication in the CRM.
Introduction
Why use tickets for support?
When support requests live only in email, it's hard to assign ownership, track status, and see a customer's full history. The Tickets Module lets you create a ticket for each request, set priority, assign it to a team member, and move it through statuses (e.g. open, in progress, completed). Link tickets to contacts so you see every issue per customer. When you connect the Mailbox Module, incoming and sent emails can be linked to tickets and contacts, so the full conversation stays in the CRM.
Who this is for
- Support teams that handle customer issues by email or in-app
- Small businesses that want a simple ticket system without a separate helpdesk
- Anyone who needs to track and resolve customer requests and keep a clear history
Step 1: Enable Tickets and Mailbox
Enable the modules
- Your business administrator must enable the Tickets module for your business. This is done in the module or business settings.
- For email-linked support, also enable the Mailbox module. Mailbox lets you connect Gmail or Outlook so emails are synced and can be associated with contacts and tickets.
- Optionally enable the SLA module if you want to track response or resolution times against targets. See How to Manage Service Level Agreements.
Check your sidebar
After the modules are enabled, make sure Tickets (and Mailbox if you use it) appear in your navigation or sidebar. You can usually show or hide modules in your personal settings so the ones you need are easy to reach.
Step 2: Connect email (optional but recommended)
Why connect email?
When support comes in by email, connecting Gmail or Outlook in Mailbox means:
- Incoming and sent emails are synced into the CRM.
- Emails are matched to Individuals and Organizations by sender and recipient address.
- You can link emails and threads to Tickets so the full conversation is attached to the right ticket and contact.
How to connect
- Open the Mailbox module and choose Connect Gmail or Connect Outlook.
- Sign in with your email provider and approve the requested permissions.
- Once connected, emails will start syncing. For step-by-step details, see How to Connect Your Email to the CRM.
Step 3: Create and work tickets
Creating a ticket
- In the Tickets module, click Create Ticket (or the equivalent in your app).
- Enter a clear issue description so anyone on the team understands the request. This field is typically required.
- Set priority (e.g. low, medium, high, urgent) so the team knows what to tackle first.
- Link the ticket to the relevant Individual or Organization. If the request came by email and the contact already exists, select that contact. This ties the ticket to the customer and builds their support history.
- If your team uses assignment, assign the ticket to the person who will handle it.
- Save. The ticket is now in your queue with status "open" (or your app's default).
Working the ticket
- As you work on the issue, update the ticket status (e.g. open → in progress → completed or closed). This keeps the queue accurate and lets others see progress.
- Add notes or comments on the ticket if your setup supports it, so context is in one place.
- When the issue is resolved, set the status to completed or closed so the ticket drops off the active queue.
Linking emails to tickets and contacts
When Mailbox is connected, emails are matched to contacts by email address. To keep the conversation with a customer in one place:
- Link the ticket to the contact when you create or edit the ticket. Then when you view the contact, you see all their tickets and related activity.
- Depending on your app, you may be able to attach or link specific email threads to a ticket so the full thread is visible on the ticket record. Check the ticket detail view and Mailbox for link or attach options.
This way, the next time the same customer contacts you, you can see their previous tickets and email history without leaving the CRM.
Best practices
Use consistent priorities
Agree with your team on what low, medium, high, and urgent mean, and use them consistently. That way everyone knows what to handle first and urgent issues don't get lost.
Link every ticket to a contact
Always link tickets to an Individual or Organization when you know who the customer is. This builds a full support history per customer and makes it easier to spot recurring issues or VIPs.
Close or complete tickets when done
When the issue is resolved, move the ticket to completed or closed. That keeps your open queue accurate and avoids double work.
Write clear issue descriptions
A clear description helps the assignee (and future you) understand the request without re-reading the email. Include what the customer asked for and any key context.
Frequently asked questions
Can I link an email to a ticket?
Yes. When Mailbox is connected, emails are matched to contacts. Link the ticket to that contact when you create or edit the ticket. Depending on your app, you may also be able to attach or link specific email threads to the ticket so the full conversation is on the ticket record.
Do I need Mailbox to use Tickets?
No. You can use the Tickets module on its own: create tickets, set priority, assign, and move through statuses. Mailbox is optional but recommended so email conversations are in the CRM and linked to contacts and tickets.
Can I use SLA with Tickets?
Yes. The SLA Module works with Tickets to track response or resolution times. Enable both modules and configure your SLA targets; then the system can track which tickets are at risk or breached.
Who can I contact for help?
Contact support at support@piraja.io for questions about Piraja.
Conclusion
Set up customer support by enabling the Tickets module (and optionally Mailbox and SLA), connecting email so conversations are in the CRM, and creating tickets for each request. Link every ticket to a contact, assign and prioritise, and move tickets through statuses until resolved. For more detail, see the Tickets Module guide and Customer Support Ticket System.