Support

Steps

Sign in with support-management access. Before creating a ticket, identify its user and choose the category/type that will help your team route it.

Create a ticket for a user

1. Open Support at /admin/support. Open the new-ticket form at /admin/support/create.
2. In User, search by name, username or email and select the matching result. Check the selected person; typing a search term alone does not choose the owner.
3. Enter a short Subject, for example Download link does not open. In Message, write the page, steps, visible error and expected result.
4. Choose Category and Type from the available choices when relevant. Leave them unset if they are optional and no suitable choice exists.
5. Set Status to Open for a new request that needs a reply. For Priority, choose Normal or Pinned; Pinned highlights the ticket rather than defining an urgent/high scale.
6. Add useful Labels, then select Create ticket. Check the owner and conversation on the ticket page.

Find a ticket and reply

1. On /admin/support, enter a search term and use Status, Category or Type to narrow the queue. Select Filter.
2. Select View for the matching ticket. Read the earlier messages and check who the reply will reach.
3. Enter the response in the reply editor below the conversation. Include an action the customer can follow; do not paste credentials.
4. Select Send reply. Wait for the response to appear in the conversation before sending another message.

Change routing or resolve a ticket

1. Open the intended ticket and locate its settings for Status, Category, Type, Priority and Labels.
2. Select the new values. Choose Resolved only when the request has been answered; use Closed when you intend to close it.
3. Select Save changes for the ticket settings. Reopen the ticket or refresh the queue to check the new state.
4. To continue a resolved or closed request, set the intended status back to Open in these settings and save.

Manage categories, types and labels

1. Open /admin/support/categories, /admin/support/types or /admin/support/labels, depending on the list you need to maintain.
2. In the create form, enter Name, for example Installation. Set Status to the active choice if the entry should be offered for new selections.
3. Set optional Icon class and Color when the form provides them. These change presentation, not ticket ownership or permissions.
4. Select Create. To change an entry, use Edit on that entry and select Save changes.
5. Return to a ticket form and check that the active entry is available in the relevant selector.

Fields and choices

Check the result

• Open the same ticket and check its owner, original message and new reply.
• Refresh the queue after saving status or routing and check the selected filters.
• Create a practice ticket only for a controlled account; keep the conversation and notifications separate from real customer requests.

Common problems

Technical reference