Tickets: Admin Manual

To assist ticket routing, Admins can customize categories and associated data fields.

• From the sidebar, go to Tickets Admin -> Categories.
• You can create high-level categories (e.g., "Hardware Issue") or nested subcategories.
• Custom Fields: For each category, you can define custom fields (like "IP Address" or "App Version") that form questions the user must answer when selecting that specific category.

Admins are responsible for assigning and closing tickets as they arrive.

• View the global Ticket pool from the All Tickets menu.
• Assign: When opening an unsettled ticket, assign it to a specifically capable staff member to flag it as "In Progress".
• Reply: Chat directly with the user who created it to gather more context.
• Resolve: Once fixed, click "Resolve" to stop the timer and notify the user that their support request has concluded.