Tickets
The ticket system is a help desk inside the panel. Customers raise requests and your staff answer them.
License required
The ticket system needs the Ticket System license add-on. Without this license, the switch below is locked. Admin > Support > Tickets then shows a lock card that reads Ticket system not enabled.
Turn tickets on
- Go to Admin > Settings > Features.
- Find the Support Features group.
- Turn on Enable Ticket System.
- Click Save Changes.
Tickets now appears under Support in the admin sidebar. Support appears in the customer sidebar.
What happens when you turn it off
- The Support item leaves the customer sidebar and the billing portal.
- Tickets leaves the admin sidebar.
- The New Ticket button disappears. A customer who goes straight to the new-ticket page is sent back to their ticket list.
- The existing tickets stay in the panel.
The ticket list
Go to Admin > Support > Tickets.
Four cards sit at the top: Open, Awaiting Reply, In Progress, and Resolved.
Filters
| Control | Options |
|---|---|
| Search | Filters the page you are looking at by subject or by username. |
| Status | All Statuses, Open, Awaiting Reply, In Progress, On Hold, Waiting on Customer, Waiting on Staff, Resolved, Closed |
| Department | All Departments, General, Technical, Billing, Sales, Abuse |
| Priority | All Priorities, Low, Medium, High, Urgent |
TIP
There is no filter by assignee and no sort control. To find your own work, read the Assigned To column.
Columns
Subject, User, Department, Status, Priority, SLA, Assigned To, Last Reply, and Created.
A ticket with no owner reads Unassigned.
The list refreshes every 15 seconds. The cards refresh every 30 seconds. The page shows 20 tickets at a time.
The SLA column
This column appears when SLA tracking is on. Read SLA and Automation.
| Value | Meaning |
|---|---|
2h 15m left | Time left before the deadline. Green above half, amber below half, red below a quarter. |
Breached | The deadline passed. |
Paused (2h 15m) | The clock is stopped. |
Resolved (...) or Closed (...) | The clock stopped because the ticket ended. |
- | This ticket has no deadline. |
Statuses
| Status | Meaning |
|---|---|
| Open | A new ticket that nobody answered yet. |
| Awaiting Reply | Staff replied and wait for the customer. |
| In Progress | Staff are working on it now. |
| On Hold | The ticket waits on something outside your team. |
| Waiting on Customer | Staff need more information. |
| Waiting on Staff | The customer replied and waits for you. |
| Resolved | The request is answered. |
| Closed | The ticket is finished. |
The panel moves the status by itself in four places:
- A new ticket starts at Open.
- A customer reply sets Waiting on Staff.
- A staff reply sets Waiting on Customer.
- A customer who clicks Close Ticket sets Closed.
Priorities
Low, Medium, High, and Urgent.
The customer picks a priority when they open the ticket, and Medium is the default. Customers can pick Urgent themselves. Staff can change the priority at any time.
The priority sets the SLA deadline. A change of priority moves the deadline.
Work on a ticket
Click a row to open the ticket. The thread runs down the left. A stack of cards runs down the right.
Reply
- Type into the box under Reply.
- Click Send Reply.
WARNING
Staff cannot attach a file to a reply. The reply box has no attach button. Customers can attach files, and staff can download them.
Internal notes
Tick Internal Note above the send button. The button then reads Add Note.
An internal note is for staff only. The customer never sees it and gets no email about it.
WARNING
An internal note still moves the ticket to Waiting on Customer, the same as a real reply. Set the status back afterwards if the ticket is still yours.
Change the status
Use the Status dropdown in the right-hand column. The change saves at once.
WARNING
Move a ticket to Resolved before you move it to Closed. The panel refuses to close a ticket that is not resolved, and it does not show you an error. The dropdown goes back to where it was.
The dropdown does not offer Awaiting Reply, although the list filter does.
Change the priority
Use the Priority dropdown. The SLA deadline moves with it.
Assign the ticket
The Assigned To card has two buttons. Assign to Me takes the ticket. Assign opens a search box for staff, by name or by email address. Click the x next to a name to unassign.
TIP
Assign every ticket that matters. SLA warning and breach alerts go to the assigned staff member only. Nobody is told about a breach on an unassigned ticket.
The other cards
- Department is read-only. You cannot change the department or the category of a ticket after it is raised.
- Dates shows when the ticket was created, last replied to, and updated.
- Attachments lists every file on the thread. This card appears only when there are files.
- SLA shows a live countdown and a progress bar. It appears only when the ticket has a deadline.
- Submitted By links to the customer.
- Linked Resources links to a server, a service, or an order. It appears only when the ticket has one.
Delete a ticket
This cannot be undone
The Danger Zone card at the foot of the column has a Delete Ticket button. It asks:
Permanently delete this ticket and all messages? Can't be undone.
Click Confirm Delete. Close a ticket instead if you want to keep the record.
Where the history lives
The ticket thread holds the conversation. Every action on a ticket is recorded in Admin > Activity Log with the staff member who did it.
Attachments
Customers can attach files to a ticket and to a reply. Images open in the thread with a Save link. Other files download when clicked.
Set the size limit, the file count, and the allowed file types in Admin > Settings > Features, under Support Features. Read SLA and Automation.
Permissions
Six permissions control what a staff role can do:
| Permission | What it allows |
|---|---|
| View Tickets | See the tickets. |
| Reply to Tickets | Answer them. |
| Manage Tickets | Assign, change the status, and close. |
| Internal Notes | Read and write internal notes. |
| Delete Tickets | Delete a ticket for good. |
| Manage Ticket Categories | Create, edit, and delete categories. |
Set them in Admin > Roles & Permissions.
WHMCS ticket sync
The panel can mirror tickets to a WHMCS installation. Go to Admin > Settings > General, click the Webhooks tab, then open Integrations and find Ticket Sync. Read WHMCS Integration.
Next steps
- Categories - group tickets by topic
- SLA and Automation - deadlines and auto-close
- User Support Tickets - the customer view