# Tickets https://docs.wisecp.com/es/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. - **Statistics period**: Changes the period used by the Answered and Resolved cards and the performance figures. In Progress and Needs Reply ignore it; they always count every ticket still waiting. Choosing a period does not narrow the ticket list on its own. - **Status cards**: Show In Progress, Needs Reply, Answered and Resolved counts plus the number of tickets opened in the period. In Progress and Needs Reply ignore the period and say All Time in their heading, so the four cards need not add up to the total below them. Choosing a nonzero card filters the list to that state: a period card also applies its own date range to the list, while an All Time card clears the date filter. The figure on the card matches the number of rows it opens. - **Performance figures**: Average first response, average resolution time, resolution rate and satisfaction for the chosen period. - **Ticket list**: One row per ticket, with search, sorting, paging and download controls. The list refreshes automatically at the interval set under Support Settings. The countdown can be paused, and **Refresh Now** updates it immediately. ### Controls - **Apply to selected**: Runs a bulk status, assignment, merge or delete action over the checked rows. Block & Close and Block & Delete also block the senders. A registered client is flagged on the account. An address without an account is added to the Email List under Security settings. Merge needs at least two tickets and keeps the oldest ticket as the destination. - **Create Ticket**: Opens a new ticket on behalf of a registered client. - **Support Settings**: Opens the General, Email Piping, Custom Statuses, Auto Tasks and Reviews settings. - **Support Announcements**: Opens the announcement manager used to place notices in the client support area. - **Advanced Filter**: Narrows the queue by status, department, priority, client, assigned staff, reference number and date. ### The List Rows show the client, subject and ticket number, assigned staff member, department with priority and last update date. They also show the 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. A subject stays bold while you have not opened the client's latest message. A message that arrives while you have the ticket open counts as read too. The emphasis clears once a staff member replies; a reply sent by an automatic task does not clear it. 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, a registered client can no longer open tickets. An address without an account is added to the Email List under Security settings instead. 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 only the visible page. ### Support Announcements An announcement can target the whole client area or a narrower audience and can be scheduled. - **Title**: The heading clients see. - **Message**: The announcement body. - **Type**: Controls the visual importance of the notice. - **Status**: Makes the announcement active or inactive. - **Language**: Limits the notice to a client language. - **Country**: Limits it to clients in a country. - **Product Group**: Targets clients whose services belong to a product group. - **Server**: Targets services hosted on a selected server. - **Start Date**: The first moment the notice can appear. - **End Date**: The moment the notice stops appearing. - **Show as Popup**: Presents the notice as a popup as well as in its normal support position. - **Existing announcement**: Opening an existing row loads its identifier so saving updates that notice. ## 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 > **Merge removes the extra tickets** > > The oldest selected ticket survives. The other selected ticket records are permanently removed after their replies and attachments have been moved. > **Statistics and filters are separate** > > The statistics period changes the cards and performance figures. It does not limit the rows in the list; use the list filters for that. ## 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]({admin}/tickets/create) - [Support Settings]({admin}/tickets/settings) - [Departments]({admin}/departments)