Support Tickets

Menu path: Admin -> Support Tickets

This section is used to handle customer and visitor support conversations.

Main pages

• Support Tickets
• Ticket Details

How tickets are created

In the current application, admins do not create tickets manually from the admin panel.

Tickets normally come from:

• the customer support ticket page in the customer dashboard
• the public contact form, if Contact Form Creates Ticket is enabled

Related setting:

• Notification Settings

What you can do

• review ticket status from the list
• open one ticket and read the full conversation
• assign a ticket to an admin
• change status and priority
• post a customer-visible reply
• post an internal note
• upload attachments

Support ticket list page

The main list shows important columns such as:

• ticket number
• subject
• source
• customer or contact
• priority
• status
• last reply time

What the dashboard cards mean

At the top of the list page, the system shows quick counters for:

• Open
• Waiting Admin
• Waiting Customer
• Resolved

These numbers help your team see where replies are blocked.

Ticket summary information

The ticket details page can show:

• ticket number
• subject
• customer or contact details
• status
• priority
• source
• category
• related exchange

Ticket sources

The system creates tickets from these sources:

• customer_portal: created by a logged-in customer
• contact_form: created from the public contact form

Source is useful because it tells the admin where the conversation started.

Ticket categories

Customer-created tickets can use categories like:

• exchange
• payment
• verification
• technical
• general
• other

Contact-form tickets are normally saved as general.

Ticket priorities

The system supports these priority values:

• low
• normal
• high
• urgent

Use priority to help your team decide which ticket should be handled first.

Ticket status guide

Status	Meaning	When to use it
open	Ticket is active and being worked on	Use when the ticket is still active but not waiting on one side clearly
pending_customer	The admin already replied and is waiting for the customer	Use after you ask the customer for more details
pending_admin	The customer replied and the team must answer	This often happens after a customer sends a new message
resolved	The issue is solved	Use when the problem is fixed and no more action is expected
closed	The ticket is finished and should stay closed	Use when the conversation is fully complete

Manage Ticket form

The Manage Ticket card lets admins update ticket meta information.

Field guide

Field	What it means	Validation or good input
Status	Current workflow state of the ticket	Required. Must be one of open, pending_customer, pending_admin, resolved, or closed
Priority	Urgency level	Required. Must be low, normal, high, or urgent
Assign To	Admin responsible for the ticket	Optional. Must be a valid admin account if selected

Reply form

The reply form is used for the actual conversation.

Field guide

Field	What it means	Validation or good input
Reply Status	Status that will be saved after your reply	Optional, but should match what your reply means
Priority	Updated priority	Optional
Assign To	Admin responsible after the reply	Optional
Internal Note	Chooses whether the message is customer-visible or internal-only	Use internal notes only for team discussion
Reply Message	Main reply text	Required. Maximum 12000 characters
Attachments	Files attached to the reply	Optional. Up to 5 files

Allowed attachment types

Support ticket attachments can use these file types:

• jpg
• jpeg
• png
• webp
• pdf
• doc
• docx
• xls
• xlsx
• csv
• txt
• zip

The maximum file size for each attachment follows the global upload limit from:

• General Settings

Internal note vs customer-visible reply

• Customer visible: the customer can read the message
• Internal only: only admins should use this for private team notes

Do not place private payment instructions, security comments, or internal review notes in customer-visible replies by mistake.

Common mistakes

• leaving the ticket in open when it is really waiting for customer reply
• writing an internal team message as a customer-visible reply
• forgetting to assign urgent tickets
• uploading more than 5 attachments
• uploading a file type that is not allowed
• not linking the related exchange when the issue is about one specific order

What usually happens in real workflow

1. Customer or contact form creates the ticket
2. Admin opens the ticket and reads the full conversation
3. Admin sets the correct priority and assigns the ticket if needed
4. Admin replies and changes the status
5. Customer replies back, which usually puts the ticket into pending_admin
6. Admin resolves or closes the ticket when the issue is finished

Best practice

• assign urgent tickets quickly
• use internal notes for private team information
• link ticket work with the related Exchange when needed
• keep public replies simple and helpful
• move tickets to pending_customer after you ask the customer for more information
• use resolved before closed if your team wants a soft-finished stage

If ticket updates fail

Check these points first:

• Status value is one of the allowed status options
• Priority value is one of the allowed priority options
• assigned admin exists
• reply message is not empty
• reply message is not longer than 12000 characters
• attachments are no more than 5
• each attachment uses an allowed file type and stays under the upload limit

Related pages

• Customer
• Exchange
• Contacts
• FAQ
• Notification Settings
• General Settings