Support Tickets

What are ticket departments? Ticket departments in a knowledge base system are organizational units within the customer support or service framework, designed to categorize and route customer inquiries, issues, or support tickets to the most... Read More

Questions submitted by end users from the front-end area are displayed in knowledge base software in the form of Tickets. You can either reply back to them with an answer and/or publish that question as an article to the knowledge base so that in... Read More

Ticket History is used for the end users to track the progress of all their submitted tickets. All the user’s recent tickets are displayed in "My Tickets" section, along with the status, last replier, priority and last updated date. Users can... Read More

Superusers and editors can expand "Tickets" section in the left navigation bar to view or manage tickets in the knowledge base. Click on "Open" link to view and manage open tickets in the knowledge base. Click "Publish" option from Actions column of... Read More

Click "Reply Back" option from Actions column of Open Tickets page under Tickets section of left navigation bar. You can send reply for the ticket and/or publish it as an article in the knowledge base. Title: Enter the title that will be... Read More

Superusers and editors can expand "Tickets" section in the left navigation bar to view and manage tickets in the knowledge base. Admin users can view Open Tickets, Closed Tickets and Unread Replies in this section but by default, open tickets... Read More

Users can click "Ask a Question" link on header section of the front end to submit a question or to create a ticket. A user needs to complete ask a question form in order to contact knowledge base admin users. Users are required to add their name,... Read More