Support Ticket System

The support ticket system helps you manage customer enquiries and issues.

Subscription

The ticket system requires a Support Subscription at £5.99/month per agent seat. Subscribe from the Organization page.

Creating a Ticket

1. Go to Support → New Ticket
2. Fill in:
   • Requester Email and Name
   • Title — brief summary
   • Description — detailed information (HTML supported)
   • Priority — Low, Normal, High, Urgent
   • Category — select from your predefined categories
   • Attachments — images, PDF, Word, Excel, ZIP (max 10 MB each)
3. Click Create Ticket

Tickets are assigned a progressive number (TKT-001, TKT-002, etc.).

Ticket List

The ticket list shows:

• Summary cards: total, open, resolved, closed
• Filters: search, status, priority, category
• Sortable columns
• Click any ticket to view details

Ticket Detail

• Header — ticket info with inline-edit dropdowns for status, priority, category, and assignment
• Conversation — chat-style timeline:
  • Agent replies (right side, blue)
  • Customer replies (left side, light)
  • Internal notes (yellow, not visible to customer)
• Reply form — text area with internal note checkbox and file upload

Categories

Manage ticket categories at Support → Categories:

• Create, rename, and delete categories
• Each category shows its ticket count
• Click the count to view filtered tickets

Email Integration

Configure custom SMTP/IMAP settings under Organization → Email Settings to send and receive ticket replies from your own email address.