Create and follow up on a support ticket
About this guide
Last reviewed October 1, 2026 by AgencyMesh Product Support · Checked against release 2026.10
Open Tickets. You see assigned-office tickets; Manager, Operations, and Administrator can see company tickets. Only Operations can assign them.
Create a ticket
Section titled “Create a ticket”Subject allows 200 characters; Description allows 5,000. Pictures: up to 10 JPG/JPEG, PNG, GIF, or WebP files, 10 MB each and 45 MB combined. New Ticket requires an available office and ticket type.
If the result says the ticket was created but pictures could not be saved, open that ticket and add the missing pictures through Post Update. Do not create another ticket.
- Select New Ticket. Enter Subject and Description, including what failed and when; select Next.
- Choose Office, Priority, Type, and Subtype. Operations can set Assign To. Select Next.
- Add optional Due Date and Pictures, then Submit Ticket.
Choose a status
Section titled “Choose a status”Priority is separate: Low, Normal, High, or Urgent. Choose it for the impact, not the ticket’s progress.
| Item | Guidance |
|---|---|
| Open / Re-opened | Needs attention / needs further work. |
| In Progress / Waiting | Work underway / waiting for information or a dependency. |
| Resolved / Closed | Fix ready to check / work complete. |
Find a ticket
Section titled “Find a ticket”Use Search, Status, and Office, then Search. More adds Priority, Type, Subtype, Assignee, Requester, Created From/To, and Updated sorting. Requested by me narrows your own reports; Reset clears filters.
Post an update
Section titled “Post an update”Message allows 5,000 characters; picture limits match creation. Submit a message, picture, or status change. Resolution text also updates saved resolution details. If pictures fail after an update is posted, add only the missing pictures through Post Update.
Conversation and Pictures have separate newer/older page arrows. View Audit trail opens recorded changes, with Newer / Older for more history.
- Open the ticket and select Post Update. Choose Entry Type, enter Message, and change Status or Add Pictures if needed.
- Select Post Update.
Correct or reopen a ticket
Section titled “Correct or reopen a ticket”Use Update Ticket > Save Ticket Updates to edit details or Resolution Details (up to 5,000 characters). Set Status to Resolved or Closed as appropriate. To reopen through Post Update, set Status to Re-opened; choosing that Entry Type alone does not reopen the ticket.