Support tickets Admin
Departments
Four departments are created on a fresh install. Their contact addresses are read from these settings at first start:
| Name | Type | Default | Description |
|---|---|---|---|
DEPARTMENT_SUPPORT_EMAIL | string | support@example.com | Email address for the Technical Support department |
DEPARTMENT_BILLING_EMAIL | string | billing@example.com | Email address for the Billing department |
DEPARTMENT_SALES_EMAIL | string | sales@example.com | Email address for the Sales department |
DEPARTMENT_GENERAL_EMAIL | string | hello@example.com | Email address for the General department |
These settings are only read once, when the departments table is empty.
DEPARTMENT_NOT_FOUND. Ticket statuses and priorities
| Status | What it means |
|---|---|
| Open | Ticket is open, waiting for a staff response |
| Awaiting Reply | Staff replied; waiting for the client |
| Answered | Ticket has been answered |
| Closed | Ticket is closed |
Priorities: Low, Medium, High.
The filter names on the ticket list do not match the status names: the Answered filter shows tickets in Awaiting Reply status, and the Customer-Reply filter shows tickets in Answered status.
The ticket list
Go to Support → Support Tickets. Subtitle: "Manage all client support requests."
Filters: All Active Tickets, Flagged, Open, Answered, Customer-Reply, Closed.
Search: by ticket subject.
Columns: Subject, Department, Requestor, Status, Last Reply.
Bulk actions (under "With Selected:"): Close, Delete, Flag, Unflag.
A ticket that does not exist returns TICKET_NOT_FOUND.
Answer a ticket
Click a ticket to open its detail page.
Ticket Settings panel (right side): Department, Priority, Status, Save Changes.
Conversation — the thread of messages between the client and staff.
Type a reply in the Add Reply field.
Click Reply to send it.
Who receives email notifications:
| Event | Recipient |
|---|---|
| Ticket created | The department's email address (ticket-created) |
| Staff replies | The client (ticket-replied) |
| Client replies | The department's email address (ticket-replied) |
| Ticket closed | The client (ticket-closed) |
If the department has no email address configured, no notification is sent on ticket create or client reply.
Close, reopen, delete
- Close — closes the ticket and emails the client. A closed ticket cannot receive replies (
TICKET_REPLY_NOT_ALLOWED). Closing an already-closed ticket returnsTICKET_CLOSE_NOT_ALLOWED. - Reopen — moves a closed ticket back to Open.
- Delete — permanently deletes the ticket. This cannot be undone.
There is no automatic closing of old tickets.
Open a ticket for a client
Go to Support → Open New Ticket.
Search for a client by name, email or ID and select them. Name and Email Address are filled from the client record.
Fill in Subject, Department, Priority and Message.
Click Open Ticket.
You can also open a ticket from a client's own Tickets tab.
Predefined replies
Go to Support → Predefined Replies. Subtitle: "Manage predefined ticket reply templates."
Categories — organise replies into groups. Click Add Category and enter a Category Name. A category that has replies or sub-categories cannot be deleted (PREDEFINED_REPLY_CATEGORY_IN_USE). A predefined reply that does not exist returns PREDEFINED_REPLY_NOT_FOUND.
Replies — click Add Predefined Reply and fill in Name, Category and Content.
Search — search predefined replies by name or content.
Support reports
Go to Reports and select the report you need:
| Report | What it answers |
|---|---|
| Support Overview | Six metrics for a selected period: New Tickets, Client Replies, Staff Replies, Tickets Without Reply, Average First Response, and a breakdown of tickets submitted by hour |
| Ticket Tags Overview | Tag names and how many tickets carry each tag, for a date range |
| Ticket Feedback Scores | Average rating per staff member for a date range |
| Ticket Feedback Comments | Individual feedback comments submitted by clients |
| Support Ticket Replies | Breakdown of tickets handled per admin for a selected month |