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Tickets

Tickets are support requests created by users (from their account or from the contact form). Admins can view tickets, reply, assign them to admins, change status and priority, and attach files.

Where to Find It​

  • Admin Panel → Tickets: List all tickets; open a ticket to view messages and reply

Overview​

  • List: View tickets with search and filters (status, priority, category, assigned admin)
  • Show: Open a ticket to see the conversation, reply, add internal notes, and attach files
  • Update: Change status, priority, or assigned admin
  • Delete: Remove a ticket (soft delete)

List Tickets​

The list shows ticket number, subject, user (or guest), status, priority, category, assigned admin, and dates.

Filters​

  • Search: By ticket number, subject, or user email/name
  • Status: open, in progress, resolved, closed
  • Priority: low, medium, high
  • Category: technical, billing, general, feature, other
  • Assigned admin: Specific admin or “Unassigned”

Statistics​

The page can show counts such as: total, open, in progress, resolved, closed, and high priority.

View a Ticket (Show)​

  1. Click a ticket in the list to open it.
  2. You see:
    • Ticket details: number, subject, category, priority, status, user/guest, assigned admin
    • Full conversation: messages from the user and from admins
    • Internal notes (if any): messages marked as internal (visible only to admins)
    • Attachments: links to download files attached to messages

Reply to a Ticket​

  1. Open the ticket.
  2. In the reply form:
    • Message *: Your reply (required).
    • Internal note: If checked, the message is visible only to admins (not to the user).
    • Attachments: Optional files (e.g., JPG, PNG, PDF, DOC, XLS, TXT, CSV, ZIP, RAR; max size per file as configured, e.g., 5MB).
  3. Send. If the ticket was open, it is automatically set to in progress.

Update Ticket (Status, Priority, Assignee)​

From the ticket view you can update:

  • Status *: open, in progress, resolved, closed
  • Priority: low, medium, high
  • Assigned admin: Select an admin or leave unassigned

Save changes. The list and filters use these values.

Download Attachments​

  • In the ticket conversation, each message can have attachments.
  • Use the download link for each attachment to get the file (name and path are stored; download is served by the app).

Delete a Ticket​

  • From the ticket or list, you can delete a ticket. The ticket is removed (soft delete). Use with care; this may affect reporting and history.

Ticket Statuses​

StatusMeaning
OpenNew; not yet in progress
In progressAn admin is handling it
ResolvedIssue resolved; can be closed
ClosedTicket closed

Ticket Priorities​

  • Low, Medium, High: Used for ordering and filtering (e.g., high-priority count in statistics).

Ticket Categories​

Categories help organize tickets (e.g., Technical Support, Billing & Payment, General Inquiry, Feature Request, Other). They are set when the user creates the ticket (contact form or user area).

Important Notes​

  • Internal notes: Use “Internal note” when replying so the user does not see that message.
  • Attachments: Respect file type and size limits; keep sensitive data secure.
  • Assigning: Use “Assigned admin” to show who is handling the ticket.
  • Status: Move tickets through open → in progress → resolved → closed as you handle them.
  • Guest tickets: Tickets from the contact form (without login) may show guest name and email; they can reply via the link sent to them (token-based).