HighLevel Tickets Released in Private Beta

TL;DR

HighLevel released HighLevel Tickets in private beta for centralized support request handling. You do not need to take action unless your account has private beta access.

Who this affects

HighLevel has not confirmed which sub-accounts, user roles, or plan tiers have access to this feature. Whether agency owners on standard plans or SaaS entrepreneurs have immediate access remains unconfirmed.

What changed

HighLevel introduced a dedicated ticketing tool with the following capabilities:

• Released HighLevel Tickets in Private Beta.
• Added multi-channel ticket management with both list view and card view options.
• Added configurable ticket priorities, custom statuses, categories, and custom fields.
• Added automated SLA policy tracking with reply-time targets.
• Added AI-generated ticket summaries and reply suggestions.
• Added Workflow and AI Agent automation to generate support tickets from external channels such as Slack.
• Specific plan gating, user limits, and full rollout schedules have not been confirmed by HighLevel.

Where to find it

HighLevel has not published the exact navigation path inside the platform yet. Given the tool's focus on customer request handling, it will likely reside alongside existing conversation and support features once released to wider accounts.

How agencies will use this

Agencies can connect external client communications to their HighLevel sub-account using Workflows and AI Agents. When a client submits an inquiry through Slack, the automation creates a support ticket automatically. Team members can view incoming requests in either a list view or card view, categorize them with custom fields, and assign specific priorities. As the ticket is worked, the agency tracks response benchmarks via automated SLA reply-time targets, while team members use AI-generated ticket summaries and reply suggestions to handle the inquiry.

Our take

This is categorized as a major update because bringing native support ticketing inside HighLevel directly targets third-party helpdesk software agencies normally pay for. That said, it is in private beta with unconfirmed rollout details and undisclosed pricing limits. Unless you have beta access today, this does not require any immediate operational changes.