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Customer support tickets and the engineering handoff on one grid

Support, product and engineering work in the same project. A ticket moves to engineering with one drag and keeps its status.

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Can Eigenfocus track customer support tickets?

Yes. Each ticket is an issue with a status, a priority and an owner team, in a project support and engineering share.

  • A handoff grid shows each ticket by status and by the team that owns it.
  • Contact forms and scripts create tickets through the REST API.
  • Time logged on tickets adds up by product area in the reports.

Where tickets get stuck

"Escalations end up in another tool."

Support and engineering share the project. Moving a ticket to Engineering is a drag on the handoff grid.

"Waiting on the customer looks like work in progress."

Waiting on customer is its own status, so the queue shows what the team can act on.

"We can't tell which product area takes our time."

Label tickets by area and log time on them. The time report filters by label.

One grid for the handoff

Columns are the status. Rows are the team that owns the ticket. New tickets without an owner team wait in Remaining issues.

Support hands the export bug to Engineering. It's still In progress, so everyone sees it's moving.

How it works

Statuses that match the queue

Set up New, Waiting on customer, In progress, Pending review, Resolved and Closed. Types like Question, Bug report and Feature request keep the queue readable.

  • Product area labels like Login, Exports and Mobile app
More about custom workflows
Support statuses in a project's settings

The customer and the conversation on the card

Add Customer as a text field, Priority and Owner team as select fields and a URL field that links to the conversation in your inbox.

  • Group a grid or board by Owner team or Priority
  • Pick which fields show on each view
More about custom fields
Custom fields on a support ticket

Tickets from your contact form

A short script sends each form entry to the REST API and the ticket lands in New. You can also paste an email into Claude Code or Cursor and ask it to create the ticket through MCP.

More about the REST API
Terminal 
$ curl -X POST https://eigenfocus.example.com/api/v1/projects/12/issues \
    -H "Authorization: Bearer $EIGENFOCUS_API_KEY" \
    -H "Content-Type: application/json" \
    -d '{"title": "Fix broken signup form", "assignee_id": 4}'

{
  "id": 381,
  "title": "Fix broken signup form",
  "finished": false,
  "status": { "id": 1, "name": "To Do" },
  "web_url": "https://eigenfocus.example.com/projects/12/issues/381",
  ...
}

See where support hours go

The team logs time on each ticket. Filter the time report by a product area label and export it to CSV.

More about time tracking
Time report filtered by a product area label
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A day on the support queue

Morning queue

The team works the New and In progress columns first. Waiting on customer holds the rest until the customer answers.

A bug report

Support confirms the bug and drags it to the Engineering row. It shows up next to their other bugs.

Bug tracking software

A feature request

Product sees every request in its row and labels the ones going on the roadmap.

Monthly review

Filter the time report by product area to see which part of the product needs the most help.

Keep exploring

Feature Custom workflows Give each project its own statuses, issue types and labels. Feature REST API Connect forms, alerts and scripts with API keys and an OpenAPI spec. Use case IT project management For IT teams handling incoming requests and planned projects. Use case Bug tracking software For teams that sort bugs by severity and get them fixed from the same project.

Frequently asked questions

Can tickets come in from our contact form?
Yes. A form or script sends a request to the REST API and the ticket is created with its type, labels and fields.
Can engineering work on tickets in the same project?
Yes. Add the engineers to the project. They see their team's tickets in the Engineering row of the handoff grid and log time on them.
Can we track priority and the customer on each ticket?
Yes. Priority is a select field and Customer is a text field. Both show on the cards and a grid or board can group by Priority.
Can we see how much time support spends?
Yes. Time is logged on each ticket. Admins and super managers filter the time report by label, person or date and export it to CSV.
How much does it cost to bring support and engineering together?
On Cloud, a combined team of 20 is in the up to 25 people tier at $59 a month. Self-hosted Essential and PRO are paid once with no user limit, so every support person and engineer gets a login.

Try it with your own projects

Flat price for your whole team. Cloud from $15/month or self-hosted.

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