Turn every client request into a tracked, closeable ticket

Tickets give every client support request a status, an owner, and a resolution. No more requests falling through the cracks in email. Clients can submit tickets through the portal and see their status — your team manages them from inside WorkRate.

Ticket statuses

New

Ticket just came in and hasn't been picked up yet. Needs attention.

Open

A team member is actively working on this ticket.

Waiting

Your team responded and is waiting for the client (or the requester) to reply or provide information.

Resolved

Ticket is closed. Resolution posted. The client can reopen if the issue returns.

Creating a ticket manually

1
Open the Tickets section inside a client workspace.
2
Click New Ticket.
3
Enter a clear subject line — this should describe the issue in one phrase. "Login error on client portal" is better than "Issue."
4
Write the description. Include what the client reported, steps to reproduce if it's a bug, and any context that will help your team resolve it quickly.
5
Set priority: Low, Medium, High, or Urgent.
6
Assign to a team member so it's clear who owns this.
7
Save the ticket. It appears in the tickets list with New status.

How clients submit tickets

1
The client logs in to the portal and opens the Tickets section (requires Tickets enabled in their portal access).
2
They click Submit a Request and fill in the subject and description.
3
The ticket is created immediately in their workspace with New status. Your team sees it in WorkRate.
4
The client can view the ticket status from the portal — they see when it moves to Open, when you've replied, when it's Waiting on them, and when it's Resolved.

💡 Tip: When you onboard a new client to the portal, tell them explicitly: "Submit all support requests here. This is how we track and prioritize your requests." Clients fall back to email by default — you have to redirect them actively.

Agency Tickets: the master queue across every client

Every client workspace has its own Ticket Box — the tickets that belong to that one client. But not every ticket starts out belonging to a client. WorkRate now has a separate Agency Tickets view that shows every ticket across your whole agency in one unified queue, whether or not it's linked to a client workspace.

Unassigned tickets happen automatically. If a ticket comes in from an email address WorkRate doesn't recognize, or from an external form submission that doesn't match an existing client, it lands as an "unassigned" ticket — no workspace attached.
Unassigned tickets still show up in Agency Tickets. Nothing falls through the cracks just because WorkRate couldn't figure out which client it belongs to.
Use Agency Tickets as your daily triage view. It's the one place to see absolutely everything that needs a response — client-linked or not — instead of clicking through every workspace's Ticket Box one at a time.

💡 Tip: Check Agency Tickets first thing each morning. It's the fastest way to catch a new, unassigned ticket from a prospect or unrecognized sender before it sits unanswered.

Linking an unassigned ticket to a client

If an unassigned ticket turns out to belong to an existing client — say, someone emailed in from a personal address instead of their usual work email — you can attach it to that client's workspace at any time.

1
Open the ticket from Agency Tickets.
2
Find the Client dropdown in the detail sidebar.
3
Pick the client it belongs to.
4
The ticket moves into that client's workspace Ticket Box immediately, alongside all their other tickets. It still shows up in Agency Tickets too — it's just no longer marked unassigned.

If a ticket never gets linked, that's fine too — you can manage it entirely from Agency Tickets and resolve it without ever creating a client workspace for it.

Managing and responding to tickets

1
Open the Tickets section (or Agency Tickets) and click any ticket to open the detail view.
2
Update the status as you work on it — move it from New → Open when you start, to Waiting when you need more info from the client, to Resolved when done.
3
Reply to the client by typing in the Reply box and sending. The client sees your reply in the portal.
4
Reassign if needed — change the assignee to hand the ticket to another team member.
5
Resolve the ticket once the issue is addressed. Write a short resolution note — "Fixed caching issue on the product page. Confirmed working 6/20." — so there's a clear record of what was done.

Internal team comments

You can post comments inside a ticket that the client never sees. Use these to coordinate with your team about how to handle a request before replying.

1
Click the Internal Comment tab inside the ticket reply area.
2
Write your note — "This is actually a Stripe webhook issue. Marcus handles this — reassigning." — and save.
3
The client never sees internal comments. They only see replies posted through the main Reply box.

Email Tickets: turn inbound support email into tickets automatically

Email Tickets lets a real email address — like the support address on your agency's own domain — automatically create a new WorkRate ticket for every message that arrives, with no form and no login required by whoever's emailing in.

1
Turn it on in Agency Settings. Under Support Intake → Email Tickets, flip the "Enable Ticket Email Forwarding" toggle.
2
WorkRate generates a unique inbound address like ticket-x7f2k@inbound.getworkrate.io. Copy it with the button provided.
3
Set up forwarding from your real support address. In your email provider (Gmail, Google Workspace, etc.), forward or filter-redirect mail from something like support@youragency.com to the generated address.
4
Any email that lands there becomes a ticket. The subject becomes the ticket subject, the body becomes the first message in the thread, and the sender becomes the requester.
5
Matching happens automatically. If the sender's email matches an existing client's contact email on file, the ticket is linked to that client's workspace. If it doesn't match anyone, it lands as an unassigned ticket in Agency Tickets — you can link it to a client manually later, or leave it unassigned.

💡 Tip: The generated address never changes, even if you turn the toggle off and back on later. Turning it off just stops new tickets from being created — it won't break a forwarding rule you already set up, since the address stays valid permanently.

Not the same as reply-by-email: Reply-by-email (below) continues a conversation that already exists — someone replying to a ticket notification email. Email Tickets creates a brand new ticket from scratch, the first time someone emails in. See the Email Notifications guide for the full walkthrough of both.

Email notifications and reply-by-email

When a client submits a ticket, the agency owner receives an email notification. When your team replies to a ticket, the client receives an email notification. Either side can reply directly from the email, and WorkRate posts that reply back into the ticket thread.

1
Client submits or replies to a ticket. WorkRate sends the agency an email notification.
2
Agency replies from WorkRate or email. The client receives the update and can answer from their inbox.
3
The ticket timeline stays intact. Email replies are saved as ticket messages so the request history remains visible in WorkRate.

Email tip: If you're not receiving WorkRate email notifications, check your spam or junk folder. Mark emails from no-reply@getworkrate.io as 'Not Spam' to ensure future delivery.

Tips & best practices

Respond within 24 hours. Even if you don't have a fix, acknowledge the ticket. "Got this — looking into it and will update you by end of day" is better than silence.
Use Waiting to pause the clock. When you're waiting on the client (or requester) for a reply, move the ticket to Waiting. This makes your open backlog reflect tickets your team actually needs to act on.
Write useful resolution notes. "Done" is not a resolution. "Corrected the broken redirect on the pricing page — tested in Chrome and Safari, both working now" is.
Review Agency Tickets weekly. Unresolved tickets silently accumulate. A weekly sweep of everything New, Open, or Waiting — including unassigned tickets — keeps nothing falling through the cracks.
Log the time you spend on tickets. If a client is on an included block, log the resolution time as Included. If it goes beyond scope, it might be billable — log it either way.