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Support Ticket Management

The Support Ticket Management system helps administrators efficiently handle customer inquiries, technical issues, and support requests through an organized ticketing system.

Key Benefits
  • Organized communication with customers
  • Track issue resolution from start to finish
  • Prioritize urgent requests effectively
  • Maintain support history for reference

Overview​

The support ticket system provides:

  • Ticket Type Management - Custom categories for different support needs
  • Status Tracking - Monitor tickets through their lifecycle
  • Admin Dashboard - Centralized view of all tickets
  • Search & Filter - Quickly find specific tickets

Ticket Types​

What are Ticket Types?​

Categories that organize support requests by nature:

  • Technical Support - Software bugs, technical issues
  • Billing & Payments - Payment problems, refunds
  • Product Inquiries - Questions about products
  • Account Issues - Login problems, account management
  • General Support - Other inquiries

Creating Ticket Types​

  1. Navigate to Support → Ticket Types
  2. Click "Add New Ticket Type"
  3. Enter:
    • Type Name: Descriptive name (e.g., "Technical Support")
    • Description: What this type covers
    • Status: Active/Inactive
  4. Click "Save"

Support Ticket Types Configuration

Managing Types​

  • Edit: Click Edit icon → Update details → Save
  • Delete: Click Delete icon → Confirm
  • Activate/Deactivate: Toggle status switch
warning

Deleting a ticket type may affect existing tickets. Consider deactivating instead.

Admin Dashboard​

Support Ticket System Dashboard

Dashboard Features​

Ticket Overview:

  • Total tickets count
  • Tickets by status
  • Recent activity

Ticket List:

  • Table view with: ID, Customer, Type, Subject, Status, Priority, Date

Search & Filter:

  • Search by ticket ID, customer name, or subject
  • Filter by status, type, priority, or date

Adding Internal Notes​

  1. Open ticket
  2. Click "Add Internal Note"
  3. Type note (e.g., "Escalated to technical team")
  4. Save
note

Internal notes are only visible to admin users, not customers.

Quick Reference​

Ticket Workflow​

  1. Customer submits ticket → Open
  2. Admin responds → Pending (if waiting for customer)
  3. Customer provides info → Open (back to admin)
  4. Admin solves issue → Resolved
  5. Customer confirms → Closed