Contracts & Tickets

This area covers two things that come after the sale: keeping your paperwork straight, and keeping your customers supported.

What it does

Contracts stores signed agreements with your customers and reminds you before they expire. Tickets runs a full customer support desk, so support requests don't get lost in email.

Key screens

Contracts list — every contract with its client, value, and renewal date. Filter by Contract Type.

Contract detail — an e-sign flow for getting a contract signed electronically, a Discussions tab for internal notes on the agreement, and renewal tracking so you're notified before it lapses.

Contract Templates / Types — pre-built contract wording and categories (retainer, one-off project, NDA, etc.) so you're not starting from a blank page each time.

Ticket list — every support request with status, priority, and assigned Agent. Filter or group by Ticket Type, Group, or Channel (email, web form, etc.).

Ticket detail — the full conversation thread with the customer, a Change Status action (Open, Pending, Resolved, Closed), and Reply from Templates for common responses.

Ticket settings — configure Agents, Types, Groups, Channels, Reply Templates, a Custom Form for the submission fields, and the Email Setting that turns inbound emails into tickets.

Step-by-step: common tasks

Store a signed contract

1. Go to Contracts and click Create, or start from a Template.
2. Fill in the client, value, and term dates.
3. Send it through the e-sign flow to get it signed electronically.
4. The system flags you as the renewal date approaches.

Renew an expiring contract

1. Open the contract nearing its renewal date (you'll see it flagged on the list).
2. Update the term dates and value if they've changed.
3. Re-send for e-signature if a new signed copy is required.

Handle a new support request

1. A new Ticket appears from the customer's email, web form, or other Channel.
2. Assign it to an Agent and set its Type/Group if not auto-assigned.
3. Reply from the ticket thread — use a saved Reply Template for common questions.
4. Change Status to Resolved once it's fixed, then Closed once confirmed.

Set up your support desk

1. Go to Ticket settings and add your Agents.
2. Define Types and Groups that match how your team splits work.
3. Add Reply Templates for your most common responses.
4. Connect Email Setting so incoming support emails create tickets automatically.

Tips

• Use Contract Types and Templates from day one — retyping the same NDA or retainer wording every time is where contracts get sloppy.
• Watch the renewal date column on the Contracts list weekly so you never let an agreement lapse by accident.
• Build out Reply Templates for your top five support questions — it's the fastest way to cut response time.
• Route different Channels (email vs. web form) to different Groups if your team splits by request type.