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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
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).