Ticket Support manages support departments, tickets, assignment, status, priority, and message history.
The ticket list is the main queue. Use filters, search, sorting, and pagination to find the ticket you need.
Departments organize tickets by area of responsibility. Nested departments can help separate broad teams from specific queues.
Ticket states show where the request is in the workflow. Common states include open, pending, resolved, and closed.
Priority helps staff understand urgency. Use it honestly. If everything is urgent, nothing is urgent; the queue will simply sigh at you.
Assignments connect tickets to staff or responsibility. Use assignment when someone owns the next action.
Public replies are meant for requester-visible updates. Internal notes are for staff-only context.
The frontend support form and lookup are governed by Permissions. Admins should make sure the right users, roles, groups, or defaults can submit and view their own ticket status.
The current Ticket Support alpha is a practical ticket workflow, not a full help-desk suite yet. Features such as attachments, canned replies, SLA tracking, escalation rules, email notifications, reporting/export, spam controls, dashboard widgets, and a full member ticket-history page are future options.
Updated: 2026-05-07 20:30:15
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