Search Knowledge Base Articles

Support Tickets: Complete Guide

Overview

The Support Tickets system helps you track and manage client requests, bug reports, and issues from all your websites. Every ticket can be assigned, prioritized, and tracked until resolution.

What Are Support Tickets For?

Use Case	Example
Bug Reports	"Contact form not working on avasresort.com"
Client Requests	"Please add new property listing"
Technical Issues	"Website down" / "Slow loading"
Feature Requests	"Can you add booking calendar?"
General Questions	"How to update my content?"

Creating a New Ticket

Method 1: Manual Entry

Go to Tickets → Add Ticket
Fill in the details:

Field	Description	Example
Subject	Brief summary of issue	Contact form not sending emails
Department	Which team handles it	Technical / Support / Billing
Service	Type of service	Website Support / Bug Fix
Priority	Urgency level	Low / Medium / High / Urgent
Contact	Client name or email	John Doe
Email	Client's email	john@example.com
Message	Detailed description	Explain the issue clearly

Click Submit

Method 2: Client Submits via Form

Clients can submit tickets through an embeddable form on your website:

Go to Setup → Support → Ticket Form
Copy the embed code
Paste into your website

This creates a professional support channel for clients.

Ticket Priorities

Priority	When to Use	Response Time
Urgent	Website down, critical errors	Immediate
High	Important features broken	Within 2-4 hours
Medium	Standard issues, questions	Within 24 hours
Low	Minor issues, feature requests	Within 2-3 days

Ticket Status Workflow

Open → Waiting Customer Reply → In Progress → Resolved → Closed

Status Meanings:

Status	Meaning
Open	New ticket, not yet addressed
Waiting Customer Reply	Responded to client, waiting for their response
In Progress	Currently working on the issue
Resolved	Fixed, waiting for client confirmation
Closed	Issue fully resolved and confirmed

Managing Tickets

Assigning Tickets

Open the ticket
Click Assign to Staff
Select the team member
Click Save

Adding Replies

Open the ticket
Type your message in the reply box
Select options:
- Send email to client - Notifies client via email
- Add note only - Internal note, client doesn't see
Click Reply

Changing Status

Open the ticket
Click Change Status
Select new status
Add a note explaining the change

Setting Up Departments

Organize tickets by team:

Go to Setup → Support → Departments
Click Add Department
Fill in:

Field	Example
Department Name	Technical Support
Email	support@yourcompany.com
Staff	Select team members

Click Save

Common Departments:

Technical Support - Bugs, website issues
Billing - Invoices, payments
Content - Content updates, changes
Sales - New project inquiries

Setting Up Services

Categorize ticket types:

Go to Setup → Support → Ticket Services
Click Add Service
Fill in:

Field	Example
Service Name	Bug Report
Description	Report website bugs

Common Services:

Bug Report
Feature Request
Content Update
Website Inquiry
Technical Support

Best Practices

For Good Subject Lines

❌ Bad	✅ Good
Help	Contact form broken on avasresort.com
Problem	Homepage images not loading
Question	How to update property listings?

For Ticket Responses

Acknowledge quickly - Even if you can't fix immediately
Be specific - Explain what you're doing
Set expectations - Give estimated resolution time
Follow up - Confirm the issue is resolved

Viewing Tickets

View	Location	Best For
My Tickets	Dashboard widget	Tickets assigned to you
All Tickets	Tickets menu	See all tickets in system
By Status	Filter tabs	Focus on Open, In Progress, etc.

Tips for Efficiency

Use templates - Pre-written responses save time
Check daily - Review new tickets every morning
Set priorities - Urgent items first
Document solutions - Note how you fixed issues
Keep clients updated - Even if just to say "working on it"