When a PM, service manager, dispatcher, or office admin hits a problem in Build Daily, they open a support ticket instead of sending a side text or an email that gets buried. The ticket carries the module, priority, screenshots, replies, owner, due date, and next step, so you know what support is waiting on.
A support request can be opened from the app with a subject, message, category, priority, module key, and attachments. That matters when the issue is tied to a service invoice, public review link, manpower map, or other screen the user was already working in.
The staff desk filters tickets by active status, who it is waiting on, priority, owner, SLA due time, saved views, and search. A support lead can see what is waiting on staff, what is due soon, and which tickets need an answer before the day gets away.
On the staff side, support sets the owner, priority, status, module, page link, tags, due date, summary, resolution, and escalation. Those facts stay with the thread.
Support can send the customer a reply, add a staff-only note, insert a saved macro, and upload backup from the same reply panel. The customer sees the reply thread. Staff keep their investigation notes and backup on the ticket.
Keep the problem, the screenshots, and the conversation together.
Give staff enough context to own and resolve the problem.
Opens the ticket, explains the problem, attaches screenshots, checks status, replies when support needs more information, and can reopen a closed ticket if the issue is not actually fixed.
Keeps an eye on open support issues that may block billing, service, project reviews, manpower planning, or other day-to-day Build Daily work.
Owns the queue, sets priority and waiting state, replies to the customer, adds internal notes, escalates when needed, and closes the ticket with the resolution trail intact.
| What You Need | How Build Daily Handles It |
|---|---|
| Can the user see their own requests? | Yes My Support lists the user's tickets with status, priority, owner, last activity, and customer-facing detail pages. |
| Can support see what needs action today? | Yes The support desk shows counts for waiting on staff, overdue, due soon, escalated, and unassigned, plus quick queues and filters. |
| Can the ticket point to the affected part of the app? | Yes Tickets carry module key, source URL, page title, category, tags, error code, and summary fields. |
| Can screenshots and files go with the request? | Yes Customers and staff can attach screenshots, PDFs, logs, and other allowed files, with download controls on the ticket thread. |
| Can staff separate public replies from internal work? | Yes The staff reply panel supports customer replies, staff-only internal notes, macros, and attachments. |
| Can ownership and urgency be controlled? | Yes Staff can assign tickets, assign to self, set status, priority, waiting state, due date, category, tags, and escalation state. |
| Can a closed issue come back? | Yes Tickets support close and reopen paths; a customer reply on a closed ticket reopens the request and alerts support. |
| Can support find repeated problems? | Yes The staff view shows the requester's history, related tickets, module, tags, and escalation records. |
If a customer cannot find a service invoice payment link, support needs the invoice, the page they were on, a screenshot, the delivery trail, priority, and reply history. The ticket carries all of that so nobody has to piece it together from chat.
A ticket waiting on staff is an action item for support. A ticket waiting on the customer is a follow-up question. Separating those states keeps both sides honest about who owes the next answer.
A stale public review link, invoice issue, or manpower map question can stop billing, owner review, or scheduling. Support makes those blockers visible enough to triage, escalate, and resolve.
The user opens a ticket, explains what happened, chooses category and priority, picks the module, and attaches screenshots or files.
Support works from active queues, filters by who it is waiting on and SLA due time, assigns an owner, and opens the ticket that needs the next move.
Staff keep priority, status, category, module, page link, due date, summary, tags, and escalation current.
Support sends customer-facing replies when the requester needs an update and adds internal notes when the team is still troubleshooting.
The ticket can be closed when it is fixed, reopened by a customer reply, linked to related tickets, or escalated to another team when the issue needs deeper work.
We will walk through it using the way your company handles the work today.
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