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What this page is for

The Support Tickets page is the main queue for customer support work. It lets your team review tickets, open ticket threads, reply, and update ticket details.

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What you’ll see

  • Ticket table
    • Subject
    • Status
    • Priority
    • Last action
    • Created at
    • Customer and assignee (staff and admin view)
  • View Ticket action to open the full conversation page.

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Creating a ticket

When creating a ticket from the admin area, the form includes:
  • Subject
  • Customer (staff and admin)
  • Assignee (staff and admin)
  • Status (open, pending, close, awaiting_reply)
  • Support department
  • Priority (low, medium, high, emergency)
  • Initial message

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Ticket form options

  • Subject: The short title used in the queue and email notifications.
  • Customer: The customer who owns the ticket. Staff choose this; customers are linked to their own account.
  • Assignee: The staff member responsible for the next action.
  • Status: The current workflow state. Use open for active work, pending when waiting on something, awaiting_reply when waiting on the customer, and close when resolved.
  • Support department: The queue or team responsible for the ticket. The list comes from Support Settings.
  • Priority: low, medium, high, or emergency. Use it to communicate urgency, not as a substitute for a clear subject.
  • Related service: Links the ticket to one of the customer’s orders or services.
  • Insert macro: Loads a saved support macro into the reply editor. Review the inserted text before sending it.
  • Message: The ticket body or reply, written in the rich editor.
  • Attachments: Files included with the ticket or reply.
For customer users, staff-only fields are hidden and tickets are linked to their own account.

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Viewing and replying to a ticket

Inside the ticket view page:
  • The full message thread is shown in chronological conversation blocks.
  • Both staff and customers can add replies.
  • Staff and admin can update ticket metadata and save changes.
  • Customers cannot edit assignment/status fields.

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Permissions and visibility

  • Customers only see tickets where they are the ticket owner.
  • Staff and admin can see all tickets (subject to support permissions).