Tickets Ticketing System

The in-app support ticket queue (as opposed to email-originated tickets), for issues logged directly by staff or internal users.

Tickets (labeled In-App Support in the module navigation) lists tickets created directly inside the system rather than received by email. Its table shows each ticket's ID, priority, category, status, creator, assigned user, assigned-by user, QC assigned user, QC assigned-by user, prospect value, created date, last action, and deadline. A filter bar narrows results by Priority, Category, Status, Created By, Tags, Assigned To, Assigned By, QC Assigned To, and date ranges for created date, last edited, and deadline.

Each row's Actions dropdown provides View, and while the ticket's status is not completed, Delete, Update Status, Assign User, Assign QC User, and Merge Tickets; with the Essentials module installed and subscribed, Add Milestone and View Milestone also appear. Selecting Add (requires ticket.create) opens the form to log a new ticket, and the toolbar's Bulk Status Update and Bulk Delete act on the tickets selected via the row checkboxes.

Access requires the ticket.access permission with the list itself gated by ticket.view. As with Email Tickets, closed statuses and merged tickets are hidden from the default view, and non-admin users only see tickets they created, are assigned to, or are the QC assignee for.

Step-by-step Workflow

1. Open TicketsNavigate to <code>/ticket/tickets</code> to see the in-app support ticket queue.
2. Click AddSelect Add to log a new ticket directly (requires the create permission).
3. Filter the listUse the priority, category, status, tags, assignment and date-range filters to find specific tickets.
4. Assign the ticketUse Assign User or Assign QC User to route the ticket to the person who should handle it.
5. Track progressUse Update Status as the ticket moves through the workflow.
6. Use bulk actions when neededSelect multiple tickets and use Bulk Status Update or Bulk Delete to manage several at once.