Ticket Management
Manage, respond to, and resolve user support tickets from the support dashboard.
Overview
The support ticket system allows users to submit requests for help directly from their account. As a support team member, you have access to the Support Dashboard where you can view all submitted tickets, respond with comments, change ticket statuses, and review any attachments users have included.
Tickets flow through a defined lifecycle from submission to resolution. Your role is to ensure tickets are handled promptly and that users receive clear, helpful responses.
Viewing All Tickets
The ticket list page displays all support tickets in a paginated table. Each row shows key information at a glance:
| Column | Description |
|---|---|
| Ticket ID | A unique identifier for the ticket (e.g., TKT-00142). |
| Subject | The subject line entered by the user when creating the ticket. |
| Submitted By | The email address of the user who created the ticket. |
| Status | Current status: Open In Progress Resolved Closed |
| Created | The date and time the ticket was submitted. |
| Last Updated | When the ticket was last modified (status change or new comment). |
Tickets are sorted by last updated date by default, with the most recently active tickets appearing first. You can click any column header to change the sort order.
Ticket Details
Click on any ticket row to open the full ticket details view. This page shows:
- Ticket header — Subject, status badge, creation date, and the submitting user's details.
- Original message — The full description the user provided when creating the ticket.
- Conversation thread — A chronological list of all comments from both the user and support staff.
- Attachments panel — Any files the user uploaded with the ticket or subsequent comments.
- User info sidebar — Quick reference showing the user's account details, subscription status, and role.
Responding to Tickets
To add a response to a ticket:
- Open the ticket details page by clicking the ticket in the list.
- Scroll to the Add Comment section at the bottom of the conversation thread.
- Type your response in the text area. You can use plain text formatting.
- Click Submit Comment to post your response.
Your comment will appear in the conversation thread immediately. The user will be able to see your response when they view their ticket from their account. The ticket's "Last Updated" timestamp is automatically refreshed.
Changing Ticket Status
Tickets move through four statuses during their lifecycle:
| Status | Meaning | When to Use |
|---|---|---|
| Open | Newly submitted, not yet reviewed | Automatically set when a user creates a ticket. |
| In Progress | Being actively worked on by support | Set this when you begin investigating or have responded and are awaiting further information. |
| Resolved | The issue has been addressed | Set this when you believe the user's issue is resolved. The user can still add comments. |
| Closed | Ticket is finalised | Set this when the ticket is fully complete and no further action is needed. |
To change a ticket's status, use the Status dropdown on the ticket details page and click Update Status. The status change is recorded in the conversation thread as a system note.
Viewing Attachments
Users can attach files when creating a ticket or adding comments. Attachments appear in the Attachments panel on the ticket details page.
- Click an attachment filename to download it to your computer.
- Common file types (PDF, images) can be previewed directly in the browser.
- Attachments are associated with the specific comment they were uploaded with, so you can see which message each file relates to.
Filtering & Searching
The ticket list provides several ways to find specific tickets quickly:
Status Filter
Use the status filter tabs at the top of the ticket list to show only tickets with a specific status. Click All to return to the full list. The count badge on each tab shows how many tickets are in that status.
Search
The search box allows you to search across ticket subjects, descriptions, and user email addresses. Type your search term and press Enter or click the search icon. Results update immediately.
Sorting
Click any column header to sort the ticket list by that column. Click again to reverse the sort order. The default sort is by Last Updated (newest first), which ensures the most active tickets appear at the top.