Skip to main content

3. Interface and Features (Page-by-Page Guide)

3.13 Tickets

The Tickets section provides administrators with a centralized interface to view, manage, and respond to user-submitted requests, issues, or feedback. This feature supports structured communication, ensures timely issue resolution, and improves platform transparency.

The Tickets module allows admins to:

  • View all incoming user tickets categorized by type and status.
  • Communicate directly with users via ticket threads.
  • Attach documents or images to support responses.
  • Track ticket resolution time and history for internal reporting.
  • Collaborate with other admins when handling support queries.

The Tickets menu is accessible from the left-side navigation bar. It opens a table view with a list of all received tickets.

Each row in the table represents a single ticket. Key columns include:

  • Ticket ID – A unique identifier for each ticket.
  • User – The name of the user who submitted the request.
  • Type – Categorization of the ticket (e.g., Bug, Enquiry, Complaint).
  • Status – Current state of the ticket (Open, Under Review, Resolved).
  • Time Opened – Timestamp when the ticket was submitted.
  • Time Resolved – Timestamp when the ticket was marked as resolved (if applicable).

3.14.1 Search and Filters

Admins can refine their search using:

  • Search Bar – Search tickets by ID or keywords.
  • Filters – Options include:
    • User – Show tickets submitted by a specific user.
    • Type – Filter by ticket category.
    • Status – Filter by the current ticket state.
    • Time Opened / Resolved – Use the calendar picker to define timeframes.

Admins can also Download CSV reports or Reset All Filters to clear applied views.

3.14.2 Ticket Detail View

Clicking a ticket opens the detailed view with two main panels:

Ticket Metadata

Displays all relevant data about the ticket:

  • User and Email
  • Type and Status
  • Taken by – The admin who claimed the ticket
  • Time Opened, Taken At, and Time Resolved
  • Total Resolve Time – Automatically calculated time span between opening and resolution

Conversation Thread

A chat-style thread for communication between the admin and the user:

  • Displays all messages and file uploads from both parties.
  • Admins can:
    • Send replies
    • Attach files (PDF, DOCX, JPG, PNG; up to 10 files, 10MB each)
    • Mark ticket as Resolved, triggering a confirmation modal
    • Delete attachments (when needed)
    • See resolve confirmation with timestamp and responsible admin

3.14.3 Status Workflow

Ticket statuses flow through the following stages:

  1. Open – Newly submitted tickets.
  2. Under Review – When taken into work by an admin.
  3. Resolved – When the issue is completed and marked as resolved.

A green badge shows the number of open or unresolved tickets directly on the Tickets menu item, signaling pending workload.