Support Tickets
Ticket system, departments, replies
What it is
The support ticket system lets clients open tickets from the client area and staff reply from the admin panel. Tickets are organised by departments (e.g. Billing, Technical, Sales). Clients can view ticket history and add replies; staff can assign tickets, change status, and merge tickets.
Database tables
| Table | Purpose |
|---|---|
tickets | Ticket metadata: subject, department_id, client_id, status, priority, assigned_to |
ticket_replies | Each reply: ticket_id, user_id (client or admin), message, is_staff_reply |
support_departments | Department name, email, description |
ticket_attachments | File uploads linked to replies |
Ticket statuses
Typical values: Open, Answered, Customer Reply, On Hold, In Progress, Closed.
How to set up
- Go to Admin → Departments (or Support → Departments).
- Create departments (e.g. Billing, Technical Support).
- Assign staff to departments so they can view and reply.
- Configure ticket numbering in Admin → Settings → Numbering (prefix, format).
- Optional: Configure file upload settings in Admin → Settings → File Uploads for attachments.
Client view
Clients see tickets at Client Area → Support (or equivalent). They can open new tickets, reply to existing ones, and view attachments.
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