Overview
This article explains how Forwood clients can create, view and manage support tickets using the Support Platform. It covers how Corporate Admins can create tickets directly, how non-admin users can request a ticket, and how to track progress.
A ticket is a formal record used to track a service request, issue or bug. A conversation is a chat thread with Support. Conversations may be converted into tickets when an issue requires investigation or cannot be resolved immediately.
Who Can Create Tickets?
Only users with the Corporate Admin role can create a ticket directly in the Support Platform. All other users must contact Support and have an agent create the ticket.
Corporate Admin role can only be assigned by a Forwood admin.
Corporate Admins:
Corporate admins can:
Create tickets directly in the Support Platform for:
Service requests (e.g. taxonomy updates or content changes
Customer Issue Reports (bugs or system errors)
After creating a ticket, Corporate Admins can continue to communicate with Support using “Continue the conversation” as long as the ticket remains open.
Email help@forwoodsafety.com to request assistance - include all relevant details of the issue or request. If a ticket is required, a Support agent will create it and notify the user.
The user will receive progress updates in app and via email notification for all tickets created.
Non-Admin Users
Non-admin users cannot create a ticket directly. They can:
Start a conversation in the chatbot by selecting “Ask a question”
Continue to an agent if the issue cannot be resolved immediately
Email help@forwoodsafety.com to request assistance - include all relevant details of the issue or request. If a ticket is required, a Support agent will create it and notify the user.
The user will receive progress updates in app and via email notification.
How to Access the Ticket Portal
Users will only see the “Tickets” tab once at least one ticket has been created by them.
How Corporate Admins Access the Portal
Corporate Admins can access the Ticket Portal directly from the Support Platform after creating their first ticket - tickets will show in list view and users can click “go to ticket portal” to see more information:
How Non-Admins Access the Portal
Once Support creates a ticket for a non-admin user (via chat or email):
A ticket banner appears in the chatbot with a link to the ticket
The Tickets tab becomes visible
The user can open the Ticket Portal to view all tickets raised for their organization
What Users See in the Ticket Portal
Users can filter tickets by:
All tickets or My tickets
Status
Created date
Updated date
Ticket type
Clicking a ticket shows its details, activity history, and the option to continue the conversation.
How Ticket Updates Are Communicated
Users will receive communication for the following events:
Ticket creation
Status changes
Progress updates
Request for additional information to support investigation or resolution
Users receive updates through multiple channels:
In Intercom: All updates appear in the ticket conversation
By email: Notifications are sent when a ticket is created or updated
In the Ticket Portal: Users can check the current status at any time
This ensures consistent communication even if a user changes device or does not have the Intercom chat open.
If there is no visible update, it usually means the ticket is still waiting to be reviewed by the Product team. Support will provide updates as soon as new information becomes available.
Minimum Requirements When Raising a Ticket
To help Forwood investigate faster, include the following information where possible:
Impacted users (names, roles or user group)
Environment (web, mobile app)
Exact behaviour observed
Error messages (full text) if applicable
Screenshots or video recordings showing the issue
Providing complete information helps Support triage accurately and prevents delays.
How Forwood Triage and Prioritise Tickets
All tickets go through a triage process and are assigned a priority based on SLA definitions:
P1 – Critical: Service unavailable for all users; no workaround
P2 – High: Part of service unavailable for all users; no workaround
P3 – Medium: Specific feature or function unavailable for limited group of users
P4 – Low: Specific feature or function unavailable for individual user
Critical issues (P1-P2) receive priority handling from Support and Product teams.
How Support and Product Teams Work Together
Support perform an initial triage on every ticket and then escalate all tickets to the Product team for resolution. Once escalated, the Product team reviews each ticket, assesses its priority, and plans the appropriate resolution based on the assigned priority level.