Tickets

The support queue brings every ticket together with its owner, department, priority, assignee and current state, then puts the actions for working that queue above the list.

Reaching the Screen

Panel menu: Support then Tickets: {admin}/tickets

The support menu is available while the ticket system is enabled and the staff member holds a ticket viewing or operation right.

The badge on the menu row counts the tickets waiting in the staff's queue: open, awaiting a reply and in progress. An answered or resolved ticket stays out of the count even while it is unread; with the "assigned tickets only" setting on, the badge counts only the tickets assigned to you.

What Is on the Screen

The screen opens with support totals and service-level figures, followed by the work queue.

The list refreshes automatically at the interval set under Support Settings. The countdown can be paused, and Refresh Now updates it immediately.

Controls

The List

Rows show the client, subject and ticket number, assigned staff member, department with priority, last update date, client read state and current status. A subject can also carry an Email Piping marker, a client rating or a module-provided badge. Pointing at the subject previews the last message without opening the ticket.

Pending tickets have a warning tint and tickets in process have an information tint. Unread subjects are emphasized. The row menu opens the detail or deletes the ticket when the staff member holds the operation right. The delete confirmation carries a Block the Sender switch. When it is on, the client also joins the ticket blacklist and cannot open support tickets any more.

The queue is ordered by who owes the answer. The states nobody has picked up yet (Open, Needs Reply) come first as one block, with the oldest update first inside it. In Progress follows on its own rank: somebody is already working on those, so a ticket that has been picked up never outranks one that is still waiting for a first look. Answered, which is the client's turn, comes next and Resolved last. Inside a block a ticket waiting three weeks stays above one waiting a few days. The preference can be changed under Support Settings, and clicking a column header re-sorts the list.

Downloading the list includes additional values such as email address, reference number, priority and creation date. The exported set follows the current search, filters and sorting rather than just the visible page.

Support Announcements

An announcement can target the whole client area or a narrower audience and can be scheduled.

Tasks

Work the pending queue

1. Choose the Pending status card or set the status filter to Pending.
2. Use Department, Priority or Assigned Staff to reduce the queue to the work you own.
3. Open a subject, reply or change its state, then return to the list.
4. The refreshed queue shows the ticket under its new state and updates the summary count.

Merge duplicate tickets

1. Check at least two tickets that belong in one conversation.
2. Choose Merge under Apply to selected and confirm.
3. Messages and attachments move to the oldest selected ticket, and the other ticket records are removed.

Publish a support announcement

1. Open Support Announcements and create a notice.
2. Enter its title and message, then set any language, country, product group, server and date restrictions.
3. Make the notice active and save it.
4. Matching clients now see the announcement during its scheduled window.

Things to Watch

Privileges

View Tickets or Ticket Operations opens the queue. Ticket Operations is required for creation, deletion and bulk changes. Downloading table data also requires the table export right.

Related Screens

• Create Ticket
• Support Settings
• Departments