Eight statuses from New to Closed
New, Triage, Assigned, In Progress, Escalated, Pending, Solved and Closed, so everyone reads a case the same way.
CUSTOMER SERVICE TICKETING SYSTEM
A customer service ticketing system for small teams that stays simple
Track every support case with a status, priority, assignee and notes. A public form can open a case for each request. It is an internal case desk, not a customer-facing help center.
Eight statuses from New to Closed
Priority, category and several assignees
Internal notes and a resolution summary
A public form can open a case per request
Small teams often run support from a shared inbox and a memory. A customer service ticketing system replaces that with one list of cases, each with an owner, a priority and a status you can trust. In Attain OS, a case moves from New to Closed, carries internal notes and a resolution summary, and links to the customer. Cases can be created by hand, drafted by Atty for your approval, or opened by a public form. It is an internal case desk for your team. There is no customer portal, and it does not read your inbox.
Priority, category and several assignees
Rank cases from priority 1 to 6, add a category, labels and a due date, and assign more than one person.
Internal notes and a resolution summary
Keep working notes, attach files and close with a summary and root cause. A history feed records field changes.
A public form can open a case per request
Switch on case creation for a form and each submission becomes a case linked to the customer when an email was given.
Smart Tickets draft the case for you
Paste text, add a file or record a voice note and Atty drafts a ticket for review, checking for a duplicate title first.
How the case desk works
Every case has a status, a priority from 1 to 6, a category, labels, a due date and one or more assignees. Assigned people are notified, and the customer link puts the case next to the rest of that customer's records. Your team adds internal notes as work progresses, and a history feed shows who changed which field. When the issue is done, the resolution summary and root cause capture what happened. Each case gets an ID with your own prefix, and the case list works in the browser on any device, including a phone.
Opening cases from a public form
Build a request form in Forms, switch on case creation and choose a priority and tags. Anyone with the public link can submit it without an account, and each submission opens a case. If the person left an email, a customer record is created or linked. Submissions are processed on a schedule, hourly in production, so the case appears shortly after the form is sent rather than at the same second. Cases can also be created by hand or by Smart Tickets.
Where this customer service ticketing system stops
It is an internal tool. Customers cannot log in to see their cases, and you cannot reply to them from a case. There is no inbound email or WhatsApp intake, no forwarding address, no SLA timers or first-response clocks, and no automatic escalation: Escalated is a status your team sets. Notes are internal only. If you need a customer-facing help center or email-in ticketing, a dedicated help desk is a better fit.
Real-world scenarios
How teams use it in the real world
A subscription box shop handling delivery problems
Customers report damaged or missing boxes through a public form with the order number and a description. Case creation is on, so each report becomes a case with a delivery tag and priority 3. The owner triages in the morning, assigns the case to whoever handles refunds, and moves it to Pending while waiting on the carrier. When it is solved, the resolution summary records what happened.
A three-person IT support team triaging requests
A teammate pastes the text of a colleague's message into Smart Tickets. Atty drafts a ticket with a title, category and priority, checks that no case with that title exists and waits for review. The team lead approves it, assigns two people, sets a due date and watches the history feed as the case moves from In Progress to Solved.
With Atty
How Atty gets you to a near-finished draft faster
- 1Capture the request
Create a case by hand, or paste text, add a file or record a voice note in Smart Tickets and let Atty draft the ticket.
- 2Review the draft
Atty checks for a duplicate title before creating. A person reviews the draft and approves it.
- 3Assign and prioritize
Set the status, a priority from 1 to 6, category, labels, due date and assignees. Assigned people are notified.
- 4Work and close
Add internal notes, link the customer and finish with a resolution summary and root cause. The history feed keeps the trail.
Sample output
What you walk away with
A close-to-finished draft — not a blank page. Here's the kind of result the flow hands you, ready to review, tweak, and publish.
- Title: Damaged box in order, customer asks for a replacement
- Status: New, priority 2, category Delivery, due Friday
- Notes: order number and description taken from the pasted message
- Duplicate check: no case with this title found; awaiting your approval
Key takeaways
- One list of cases with eight statuses, priorities from 1 to 6, several assignees, internal notes and a resolution summary.
- Cases come from your team, from Atty drafts you approve, or from a public form that opens one case per submission.
- No customer portal, email-in, SLAs or automatic escalation: it is an internal case desk for small teams.
Frequently asked questions
Is there a customer portal?
No. Cases are internal. Customers cannot log in to view or update them.
Can customers email a support address and get a case?
No. There is no inbound email or WhatsApp intake. Cases come from your team, from Smart Tickets or from a public form.
Does it have SLAs or automatic escalation?
No. There are no SLA timers or response clocks, and Escalated is simply a status you choose.
Can I reply to the customer from a case?
No. Notes on a case are internal. You contact the customer separately.
Can Atty create tickets?
Yes, for your signed-in team. In web chat and WhatsApp, Atty drafts a ticket and a person approves it before it is created.
Can a form open a case for each request?
Yes. Turn on case creation for the form and choose a priority and tags. Cases appear shortly after submission, on an hourly schedule in production.
