Tickets

What the Tickets page is for

Support Tickets is your staff support inbox. Every customer support request lands here: tickets your customers raise from their client area, tickets staff open on a customer's behalf, messages imported from email, live-chat conversations, and submissions from a public contact form (when that feature is enabled). The page gives you a single, filterable queue and a status system that tells you at a glance whether you or the customer owes the next reply.

How to reach it

Open the admin panel and click Tickets (labelled Support Tickets) in the sidebar. The page header reads "Support Tickets" with the subtitle "Customer support and inquiries", and a New Ticket button sits in the top-right corner.

Reading the page at a glance

Across the top are six KPI tiles, each showing a live count:

• Total Tickets
• Open
• Customer Reply
• Answered
• In Progress
• Closed

Clicking any tile filters the list below to that status (and the tile gains a highlighted ring). Click the same tile again, or the Total Tickets tile, to clear the filter and return to the default view.

Filtering and searching

1. Search — type into the "Search tickets..." box to match across ticket number, subject, client name, email address, department name, the message text, and the updated date. Filtering happens as you type.
2. Department — use the All Departments dropdown to narrow the list to one department. Staff who belong to specific departments only see those departments in the dropdown; staff with full access see every department.
3. Status — on desktop a row of tabs appears (All, Open, Customer Reply, Answered, In Progress, Closed); on smaller screens this becomes a dropdown. The All view deliberately hides closed tickets so your queue stays focused — switch to the Closed tab to see them.

Tip: The KPI tiles and the status tabs control the same filter. Clicking the Customer Reply tile is identical to clicking the Customer Reply tab — use whichever is closer to your cursor.

The ticket list

Each row represents one ticket. The table columns are:

Column	What it shows
Checkbox	Selects the row for a bulk action. The header checkbox selects or clears every visible ticket at once.
Ticket #	The ticket's reference number.
Subject	The ticket subject line (truncated if long).
Client	The customer's name and email. Registered customers are a clickable link to their profile. Small badges appear here for special tickets: Chat (came in through live chat), Guest (submitted without an account, e.g. from a public form), and Staff (opened by a staff member on the customer's behalf).
Department	The assigned department, shown as a coloured pill (or Unassigned). Hidden on narrow screens.
Priority	Low, Medium, High, or Urgent, colour-coded.
Status	Open, Customer Reply, Answered, In Progress, or Closed.
Updated	When the ticket last changed. Hidden on narrow screens.
Actions	An Edit link to open the ticket, plus a pop-out button (see below).

Click any column header to sort by it; the list defaults to most-recently-updated first. If nothing matches your filters you'll see the empty message "No tickets found".

Opening and working a ticket

• Open the conversation — click a ticket row (or its Edit link) to open the full ticket view, where you read the message thread, change status, department, priority and assignment, and post a reply or internal note.
• Pop-out (picture-in-picture) — click the small pop-out icon in the Actions column to open the ticket in a floating, draggable panel. The panel stays on screen while you navigate to other pages, so you can keep an eye on a conversation while you check the customer's services or invoices.
• Create a ticket — click New Ticket (top-right) to raise a ticket on behalf of a customer. See New Ticket for the full walkthrough.

Bulk actions

Tick the checkboxes on one or more rows (or the header checkbox to select all visible tickets). A blue action bar appears above the table showing how many are selected, with these buttons:

1. Close Selected — closes all selected tickets at once after a confirmation prompt.
2. Delete Selected — permanently deletes the selected tickets. This cannot be undone, so a confirmation is required.
3. Merge Selected — appears only when two or more tickets are selected. Use it to combine duplicate tickets from the same customer into one.

Merging duplicate tickets

When a customer opens several tickets about the same issue, merge them so the whole conversation lives in one place:

1. Select two or more tickets that belong to the same customer, then click Merge Selected. (The button stays disabled if the selected tickets belong to different customers.)
2. In the Merge tickets window, choose which ticket to keep — by default the most recently updated one is pre-selected and marked Keep this ticket. The others are listed as "Will be merged into the selected ticket".
3. Review the warning, then confirm. The kept ticket absorbs every message, attachment, and linked service from the others, and the source tickets are permanently deleted.

Gotcha: Merging only works across tickets from the same customer (matched by account, user, or guest email). You cannot merge tickets from different people, and the merge cannot be undone, so double-check your selection first.

The status pipeline

Status reflects who owes the next action and updates automatically as messages are exchanged:

Open

A brand-new ticket awaiting its first staff reply.

Customer Reply

The customer has responded — the ball is in your court.

Answered

Staff has replied and is waiting on the customer.

In Progress

A manual "working on it" marker you set yourself when you need to do background work before replying. It also protects the ticket from automatic closing.

Closed

Resolved. Closed tickets are hidden from the default All view; use the Closed filter to find them. They can be reopened from inside the ticket.

The flips are hands-off: posting a staff reply sets a ticket to Answered, and a customer reply sets it to Customer Reply. The only status you normally set by hand is In Progress.

Auto-close and related settings

Several inbox behaviours are controlled from Settings > Tickets:

• Auto-close — turn on Enable auto-close and set an inactivity period (in days, from 1 to 365). Answered tickets with no further activity past that window close automatically on a daily check. A Run Check Now button lets you trigger the sweep manually. Marking a ticket In Progress exempts it from auto-close.
• Attachment retention — set how long ticket attachments are kept before they are automatically removed.
• Reply ratings — let customers rate individual staff replies.
• Public ticket submission — accept tickets from a public contact form, choosing a default department, default priority, and which departments visitors may pick. These public submissions arrive in this inbox carrying the Guest badge.

Note: Departments are created and managed in Settings > Departments. They drive the department filter here, control which staff see which tickets, and act as the routing destinations for public submissions.

Related articles

New Ticket · Clients · Settings