Support Tickets

Support Tickets

How Tickets Work

Customers can submit support requests from their account dashboard or a contact form. Each request creates a ticket with a unique ID. All replies are threaded under the ticket.

Ticket Statuses

• Open — New or awaiting agent response
• Pending — Awaiting customer response
• Resolved — Agent has marked it resolved; awaiting customer confirmation
• Closed — Archived by customer or after inactivity timeout

Assignment & Escalation

Tickets auto-assign based on department (Billing, Technical, General) and workload balancing. High-priority or overdue tickets are escalated with notifications to supervisors.

Email Integration

Replies to ticket notification emails are automatically added to the ticket thread. Customers don't need to log in to respond.