To open new ticket click on the sidebar menu item Support -> New Ticket ...

You can easely customize all ticket email templates by going to Setup -> Email Templates -> Tickets ...

You can easely customize ticket priorities by going to Setup-> Support -> Ticket priority ...

You can easily customize ticket status by going to Setup->Support -> Ticket statuses ...

You can change the ticket status without making the reply. Open t...

Setup some predefined replies that you are using very often so you wont need anymore to type it again and again. ...

When replying or opening ticket click on the button Insert knowledge base link. ...

Go to Setup -> Settings -> Tickets -> Maximum ticket attachments to adjust maximum tickets attachments...

For the support feature allowed file extensions are separated from the global system allowed file extensions. ...

To add private ticket note open the ticket and click on the Notes tab from on top....

Ticket priorities and ticket statuses are stored in database, however with CRM you have the ability to translate them based on their ID. ...

Ticket services is feature in this CRM that allows your customer to select to what service/product this ticket is related...