Support Tickets

Submit and track support requests directly from within Breadbox. No need to leave the platform or send a separate email.

Submitting a ticket

There are three ways to submit a support ticket:

• Navigate to Support → Support Tickets in the sidebar and click Submit Ticket
• Click the ticket icon (🎫) in the top header bar — works from any page
• Use the keyboard shortcut G then S from any page

The support ticket modal captures your current page URL as browser context, so our team can see exactly where you were when you encountered the issue.

When submitting a ticket, provide:

• Type — Bug Report, Feature Request, Question, or Account Issue
• Priority — Low, Normal, High, or Urgent (urgent tickets trigger immediate SLA monitoring)
• Description — detailed explanation of the issue or request
• Linked CRM record (optional) — search for and link a specific account, deal, or contract to give support context
• Screenshots — drag-and-drop or paste screenshots directly into the form

Viewing your tickets

The Support Tickets page shows all tickets from your organization. Use the tabs to filter by status:

Toggle Mine only to see just your tickets, or view all tickets from your organization. You can also filter by priority and ticket type.

Ticket detail and replies

Click on any ticket to see the full conversation thread. Messages from your team appear on the left and support team responses appear on the right with a distinct style.

You can reply to a ticket at any time — type your message and click Send Reply. Screenshots can be pasted directly into the reply. You'll receive an in-app notification (and email, if configured) when the support team responds.

Watching a ticket

Click the Watch button on any ticket to follow it. Watchers receive notifications whenever the ticket is updated, even if they're not the original submitter. This is useful for managers who want to stay informed about critical issues.

CSAT rating

When a ticket is resolved, you can rate the support experience with a 1–5 star rating and an optional comment. Your feedback helps us improve the support experience. The CSAT widget appears on the ticket detail page once the status changes to Resolved.

SLA tracking

Each ticket has an SLA timer based on its priority level. The SLA status is visible in both the ticket list (as a badge) and the ticket detail sidebar. If the SLA is breached, the ticket is flagged and escalated automatically.