Issue
Client concerns were missed
Messages could arrive without a consistent record or follow-through process.
Built entirely in GoHighLevel
From missed concerns
to clear follow-through.
All in GoHighLevel.
I created a support ticket system that gives every client concern a visible owner, a clear status, and an automated path to resolution.
1Support pipeline
5Stages
5Emails
8Workflows
1Source of truth
The challenge
Good client care
needed a system.
Concerns were coming in, but there was no shared board, no consistent ownership, and no reliable way to make sure every issue was followed through.
Gap
No board, no oversight
There was no single view of open concerns, their status, or who was responsible.
Solution
A support ticket system
I built a structured board with ownership, stages, notifications, and automated updates.
The process
Four clear parts,
from concern to resolution.
The detailed workflow steps are documented further down. This view shows the operating logic: how a request enters, how GHL decides what to do, what the board stages control, and how replies reconnect to the right ticket.
Intake
The client submits the support form
GHL creates or matches the contact, captures the concern, and starts the Intake router.
Decision
Does this client already have an open ticket?
Yes
Add the message to the existing ticket, notify its owner, send Email 5, and move it to In Progress if it was waiting.
No
Generate a ticket number, create a new opportunity, copy the form fields, send Email 1, then tag and route it.
Board
The pipeline stage controls the next automation
UrgentTag + alert the team
In ProgressStop timers + clear urgency
Awaiting ReplyAsk, remind, then auto-close
ResolvedRecord, email, and open a 7-day reply window
Reply handling
Any customer reply finds the ticket again
The Reply handler locates the latest Support ticket, returns it to In Progress when appropriate, and alerts the assigned owner.
Inside GoHighLevel
Everything I set up
to make it work.
The system is built from native GHL objects: one pipeline, two field sets, one form, five emails, and eight focused workflows. Each piece has one clear job.
Opportunities
Support Tickets pipeline
The opportunity is the ticket and its stage is the status.
- New
- Urgent
- In Progress
- Awaiting Reply
- Resolved
Contact fields
Temporary form capture
The form writes here first, then the New sequence copies the data to the opportunity.
- Request Category
- Support Type
- Describe Your Issue
- Attachment URL
- Support Ticket Number scratchpad
Opportunity fields
The permanent ticket record
Every ticket keeps its own information, even when the same client submits again.
- Ticket Number
- Ticket Category + Support Type
- Ticket Issue + Attachment URL
- Additional Info Needed
- Resolution + Date Resolved
Form
Submit a Support Ticket
The single entry point that creates or matches the contact and starts the Intake router.
- Name, email, and optional phone
- Category and support-type dropdowns
- Issue description
- Optional file or attachment link
- Branded confirmation message
Email templates
Five customer updates
- Ticket Received
- Additional Info Needed
- Resolved
- Awaiting Reply Reminder
- Added to Your Open Ticket
Each uses the opportunity ticket number and Reply-To support inbox so replies return to the same process.
Routing
Category tags + team alerts
An If/Else branch tags the concern and notifies the same support team.
- support-billing
- support-technical
- support-access
- support-onboarding
- support-product
- support-general catch-all
Custom fields
Capture on the contact.
Store on the ticket.
The support form writes into contact fields first. The New sequence immediately copies that data onto opportunity fields so every ticket keeps its own issue, category, updates, and resolution.
C
Contact fields
The form capture layer
| Field | Type | Merge key |
|---|---|---|
| Request Category | Dropdown | {{contact.request_category}} |
| Support Type | Dropdown | {{contact.support_type}} |
| Describe Your Issue | Multi-line text | {{contact.describe_your_issue}} |
| Attachment URL | Text | {{contact.attachment_url}} |
| Support Ticket Number scratchpad | Text | {{contact.support_ticket_number}} |
O
Opportunity fields
The permanent ticket record
| Field | Type | Merge key | Filled by |
|---|---|---|---|
| Ticket Number | Text | {{opportunity.ticket_number}} | New sequence |
| Ticket Category | Text | {{opportunity.ticket_category}} | Copied from contact |
| Ticket Support Type | Text | {{opportunity.ticket_support_type}} | Copied from contact |
| Ticket Issue | Multi-line text | {{opportunity.ticket_issue}} | Copied from contact |
| Ticket Attachment URL | Text | {{opportunity.ticket_attachment_url}} | Copied from contact |
| Ticket Additional Info Needed | Multi-line text | {{opportunity.ticket_additional_info_needed}} | Support agent |
| Ticket Resolution | Multi-line text | {{opportunity.ticket_resolution}} | Support agent |
| Ticket Date Resolved | Date | {{opportunity.ticket_date_resolved}} | Resolved sequence |
Custom value
company_nameThe business name used across all emails.Custom value
support_slaThe promised response time, updated in one place.Important: GHL generates merge keys from the exact field name. After creating every field, I confirm the generated key before using it in emails or workflows.
The workflows
Eight focused automations.
Each workflow is small enough to troubleshoot on its own. Stage changes trigger the right sequence, while the router and reply handler keep tickets connected.
Front door
Intake router
- Trigger when the support form is submitted.
- Find the latest opportunity in the Support Tickets pipeline.
- If none exists, add the contact to the New sequence.
- If one exists, check whether it is still open.
- Add the new concern as a note on the open ticket.
- Notify the assigned owner and send Email 5.
- If it was Awaiting Reply, move it back to In Progress.
Ticket creation
New sequence
- End any old Awaiting Reply run.
- Generate a date-and-time ticket number.
- Create a new opportunity in the New stage.
- Copy all captured fields onto the opportunity.
- Send Email 1 confirming receipt.
- Route by category, tag the contact, and notify the team.
Stage automation
Urgent sequence
- Trigger when stage changes to Urgent.
- Add the priority-urgent tag.
- Alert the team; optional SMS escalation.
Stage automation
In Progress sequence
- End the Awaiting Reply timer.
- Clear the urgent flag.
- Optional “we’re on it” email.
Stage automation
Awaiting Reply sequence
- Send Email 2 with the information needed.
- Wait three days, then send Email 4.
- Wait two more days.
- Move the ticket to Resolved if there is still no reply.
Stage automation
Resolved sequence
- End any active reply timer.
- Stamp Date Resolved.
- Send Email 3 with the resolution.
- Start the seven-day reopen window.
- Optional CSAT request one day later.
Cross-stage
Reply handler
- Trigger on an inbound email or SMS.
- Find the latest Support ticket.
- If Awaiting Reply, move it to In Progress.
- If recently Resolved, reopen it to In Progress.
- Notify the assigned owner.
Timer
Reopen window
- Started by the Resolved sequence.
- Keep a reopen tag active for seven days.
- After seven days, remove the tag so unrelated future replies do not reopen the old ticket.
Required settings
The switches that make repeat tickets work.
These are easy to miss because the first ticket works without them. The failure only appears when the same client submits again.
Allow more than one opportunity
Settings → Objects → Opportunities → enable multiple opportunities per contact in the same pipeline.
Allow multiple opportunities in the workflow
Turn it on in the New sequence so Create Opportunity opens a new card instead of updating the previous one.
Allow re-entry on all eight workflows
The same client can return with another concern, and reopened tickets can fire In Progress again.
Keep contact deduplication on
Match by email or phone so the team sees one complete client history without duplicate contacts.
Quality check
How I tested the build.
The setup was not considered finished until the complete client journey worked, including repeat submissions and replies.
- Submit one ticket per category and confirm the ID, opportunity, email, tag, and team alert.
- Submit again from the same email and confirm the message is added to the open ticket, not a second card.
- Drag a ticket through every stage and confirm each stage workflow fires once.
- Reply while Awaiting Reply and confirm the card returns to In Progress.
- Resolve, then reply within seven days and confirm the ticket reopens.
- Resolve, submit a new concern, and confirm a second opportunity opens for the same contact.
The outcome
Support became visible and accountable.
The system replaced scattered concerns with a shared operating view that the team can oversee from intake to resolution.
01
Every concern is captured
Requests become trackable tickets instead of loose messages.
02
Ownership is visible
The team can see who is responsible and what needs attention.
03
Follow-through is built in
Stage-based updates and reminders keep both team and client informed.
04
History stays intact
Every ticket keeps its own concern, updates, and resolution.