Customer support tickets, handled by staff in the admin and by customers in the portal.
A ticket
A ticket has a code (TKT-<year>-<number>), a subject, a priority (Immediate, High, Medium, Low), a status, an optional assignee and a conversation. Subject and priority cannot be changed after creation.
Statuses, and how they move
The five values are Open, In progress, Waiting on customer, Done (internally "resolved") and Closed. You can set the first four by hand; Closed is something only the customer does, with Close ticket. Some changes happen on their own:
- An agent's public reply moves an Open or In progress ticket to Waiting on customer. An internal note changes nothing.
- A customer reply on an Open ticket leaves it Open; on any other status it moves to In progress. A Done or Closed ticket reopens as In progress, not Open.
- Nothing ever closes or resolves a ticket automatically. There is no SLA, auto-close, category, department, tag, rating, merge or canned reply.
Who sees what
Staff with the view permission and the all-tickets permission see the whole queue. Staff with the view permission only see tickets assigned to them, and a ticket outside that scope reads as "Ticket not found", exactly as if it did not exist. Reassigning a ticket away from yourself hides it from you. Note that the Editor role has the all-tickets permission without the view permission, so it cannot open the page.
Replies and internal notes
A reply goes to the customer (in-app notification and email) unless the Internal note box is ticked, which the button shows by changing to "Add Note". Notes are visible to staff only and notify nobody.
Trash
Staff with the delete permission can move a ticket to Trash. It disappears from the queue and from the customer, and nobody is told. Restore brings it back; permanent deletion destroys the ticket, replies and attachment records but leaves uploaded files in the media library.
The customer side
Verified customers in the portal can open a ticket, reply, attach files and close it. They choose the priority (including Urgent). They never see internal notes, the assignee, or staff names (staff appear as "Support Team"). When the plan does not include support, the portal hides new tickets and replies but keeps history readable.
Tickets from other places
A ticket created from the admin Add Ticket button is stored with the agent's first message as if the customer wrote it. Chat conversations are not turned into tickets.