Website Support System
Client Operating Guide
How to run daily support, track hours, and report usage in ClickUp
Quick Start (Owner)
• Check new tickets in “Support Tickets”.
• If hours are low, add hours in “Clients”.
• Before closing any ticket, confirm Company + Website + Minutes Used.
• Use “Support Ledger” for exports and client reports.
1. What this system is for
This system organizes all website support requests so that nothing gets lost, time is tracked consistently,
and reporting is clear. Every support email becomes a ticket in ClickUp, time used is recorded, and a ledger
entry is created so you can easily export usage history.
2. Where you work inside ClickUp
You will mainly use three lists:
Clients: Master list of each client’s support hours, balance snapshot, and warning threshold.
Support Tickets: One ticket per support request (created automatically from email). This is where work
happens and minutes are logged.
Support Ledger: Your reporting and audit trail. Each row represents a deduction (or adjustment) with
the remaining balance after the change.
3. Roles (who does what)
Owner / Manager (you): Review new tickets, approve work when needed, add hours/top-ups, and run
reporting exports.
Developer / Support team: Work the ticket and enter “Minutes Used”. Move ticket through statuses
and close when complete.
4. Daily operations (step-by-step)
4.1 When a new support request comes in
You do not need to create tickets manually. When a client emails support, the system creates a Support
Ticket automatically and links it to the correct client (using the client’s email).
What you do:
Open the “Support Tickets” list and look at new items.
Confirm the ticket is linked to the correct Client.
If needed, ensure Company and Website are selected on the ticket (these must be filled before closing).
4.2 Adding hours (top-up or monthly hours)
When a client purchases more hours (or receives monthly included hours), update it in the Clients list.
What you do:
Open “Clients” and select the client.
Update Total Hours (or add the new purchased hours, depending on your process).
Set or confirm the Low Balance Threshold (when you want alerts).
4.3 Approvals (if your process requires it)
Some tickets may require your approval before work continues or before the ticket is closed. Approve by
replying to the request or commenting in ClickUp (based on how your team is working).
4.4 Closing a ticket (the key rule)
Important: Before closing, these must be filled
• Company
• Website
• Minutes Used
If Company or Website is missing, the system will return the ticket to “Recheck” so it can be
corrected.
What you (or your team) do when work is finished:
Confirm Company, Website, and Minutes Used are complete on the ticket.
Change the ticket status to Closed.
What happens automatically after closure: the system updates the remaining balance and creates a
Support Ledger entry so reporting stays accurate.
5. How to check remaining hours
Go to the Clients list and look at the remaining balance fields (for example: Remaining Balance Snapshot).
This gives you the latest view of how many hours are left.
Tip:
Use the Low Balance Threshold so your team gets alerted before a client runs out of hours.
6. Reporting (what you send to clients)
You have two simple ways to report usage:
Support Ledger export (recommended): Filter by client, export rows, and share as the official usage
history (deductions and balances).
Support Tickets export: Filter tickets by client and export a list of completed work with minutes used.
7. Common issues and quick fixes
A ticket didn’t get created from an email: Confirm automations are enabled and the support inbox is
connected. Then check whether the email arrived in the correct inbox.
The ticket is linked to the wrong client: Confirm the client email is correct in the Clients list. Update the
ticket client field and your team can proceed.
A ticket won’t close and goes to “Recheck”: Company or Website is missing. Fill them, then close again.
Balances look incorrect: Check the Minutes Used on the ticket and compare to the latest Support
Ledger entries for that client.
8. Operating rules (Do / Don’t)
Do:
Keep client records updated in the Clients list (especially email and hours).
Make sure Minutes Used is logged before a ticket is closed.
Use Support Ledger for reporting and exports.
Don’t:
Don’t close tickets without Company + Website + Minutes Used.
Don’t edit ledger entries unless you are intentionally correcting history (ask your team if unsure).
Document version: Client Operating Guide