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📝 Creating & Managing Tickets

Learn how to create tickets, manage conversations, and convert enquiries into orders.

Creating a New Ticket​

From the Dashboard​

  1. Navigate to Enquiries in the sidebar
  2. Click New Enquiry (top right)
  3. Fill in the customer details:
    • Name
    • Email
    • Phone (optional)
    • Initial message/notes
  4. Click Create

From an Existing Client​

  1. Go to Clients and find the customer
  2. Click on their profile
  3. Click New Enquiry
  4. Their details are pre-filled

Automatic Creation​

Tickets are created automatically when:

  • A customer sends an email to your support address
  • A form is submitted on your website (via WordPress integration)
  • An enquiry comes through the public API

Managing Ticket Conversations​

Sending Replies​

  1. Open the ticket
  2. Type your message in the reply box
  3. Click Send Reply

The customer receives your reply via email.

Adding Internal Notes​

Internal notes are visible only to your team:

  1. Open the ticket
  2. Click the Note tab (or toggle)
  3. Type your internal note
  4. Click Add Note

💡 Tip: Use internal notes to record phone conversations or share context with colleagues.

Viewing Email Status​

For each outbound message, you can see:

  • ✅ Sent - Email was sent successfully
  • 👁️ Opened - Customer opened the email
  • 🔗 Clicked - Customer clicked a link
  • ⚠️ Bounced - Email could not be delivered

Assigning Tickets​

Single Assignment​

  1. Open the ticket
  2. Click the Assigned dropdown
  3. Select a team member

Bulk Assignment​

  1. From the ticket list, select multiple tickets (checkboxes)
  2. Click Bulk Actions
  3. Choose Assign to and select a team member

Changing Ticket Status​

Individual Ticket​

  1. Open the ticket
  2. Click the status badge
  3. Select the new status

From the List​

  1. Click the status indicator on any ticket row
  2. Select the new status

Merging Duplicate Tickets​

When the same customer creates multiple tickets about the same issue:

  1. Open the ticket you want to keep
  2. Click Actions → Merge Ticket
  3. Search for the duplicate ticket
  4. Click Merge

The conversation history from both tickets is combined.

Converting to an Order​

When the customer confirms they want to proceed:

  1. Open the ticket
  2. Click Create Order
  3. Select the order type
  4. Add devices and details
  5. Save the order

The order maintains a link back to the original ticket.

Filtering and Searching​

Quick Filters​

Use the filter bar to show:

  • All - All tickets
  • Open - Active tickets
  • Pending - Awaiting response
  • My Tickets - Assigned to you

Click the search icon to search by:

  • Customer name
  • Email address
  • Ticket content
  • Reference number

Deleting Tickets​

⚠️ Caution: Deleted tickets cannot be recovered.

  1. Open the ticket
  2. Click Actions → Delete
  3. Confirm deletion

Next Steps​