3.14 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.
- Column sorting: Small arrows to the right of the column name can be used to sort by the column content; pressing the icon again will sort in the opposite direction. There are different types of sorting for different columns:
- by date (from earliest to latest and back) for Time opened, Time resolved
- by status order for the Status column
- Column Filters: Each table column supports its own filter or input field to narrow down results:
- Ticket ID – text input for ticket IDs.
- User – free text input for the User's email, name, or User ID.
- Type – dropdown with a list of issue types.
- Messages – dropdown with options: unread and read.
- Status – dropdown with a list of statuses.
- Time opened – date range picker.
- Time resolved – date range picker.
Each row in the table represents a single ticket. Key columns include:
| Column | Description |
|---|---|
| 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). |
| Unread messages | Number of unread messages in the ticket. |
| 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 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 the ticket as Resolved, triggering a confirmation modal
- Delete attachments (when needed)
- See the resolve confirmation with timestamp and the responsible admin
3.14.2 Status Workflow
Ticket statuses flow through the following stages:
- Open – Newly submitted tickets.
- Under Review – When taken into work by an admin.
- 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.