Tickets — the Basics

Support Site

A ticket tracks a single support request from the moment it is raised through to resolution. Opening a ticket shows the full conversation, its current status and priority, who it is assigned to, and any attachments.

• Create a ticket with the "New Ticket" button (staff) or from the customer portal (members).
• Reply to add to the conversation. The other party is notified according to the site's email rules.
• Status shows where a ticket stands (for example Open, In Progress, Resolved). Priority shows how urgent it is. Both are colour-coded.
• Attachments can be added to a ticket or to an individual reply.

Staff have many more ticket tools. See "Managing Tickets". Members manage their own tickets from the portal. See "Creating & Tracking Tickets".