User Support Tickets
When the support system is enabled, users can create and track support tickets directly within the panel.
License Required
The support ticket system requires the Ticket System license add-on. Without this license, the support section will not appear for users.
Creating a Ticket
- Navigate to Support in the sidebar and click New Ticket.
- Fill in the ticket details:
| Field | Description |
|---|---|
| Subject | Brief summary of the issue |
| Category | Select the most relevant category |
| Department | General, Technical, Billing, Sales, or Abuse |
| Priority | Low, Medium, High, or Urgent |
| Message | Detailed description of the issue |
- Optionally attach files (screenshots, log files, etc.).
- Click Submit.
Viewing Tickets
The Support page lists all of the user's tickets showing:
- Ticket subject and ID
- Status (Open, Awaiting Reply, In Progress, Resolved, Closed, etc.)
- Priority level
- Last updated time
Click a ticket to view the full conversation thread.
Replying to a Ticket
- Open the ticket.
- Type a reply in the message field.
- Optionally attach files.
- Click Reply.
Staff are notified of the reply automatically.
Ticket Statuses
| Status | Description |
|---|---|
| Open | Newly submitted |
| Awaiting Reply | Waiting for staff response |
| In Progress | Staff is working on the issue |
| Waiting on Customer | Staff has replied and needs more information |
| Resolved | Issue resolved (user can reopen if needed) |
| Closed | Ticket closed, no further replies accepted |
File Attachments
Users can attach files to tickets and replies. File size limits are configured by the administrator.
Access While Suspended
Suspended users retain access to the support ticket system so they can communicate with administrators about their account.
Next Steps
- Account Settings - notification preferences for ticket alerts
- Billing - billing-related inquiries