Support System

Support Ticket System

Manage customer support efficiently.

Support Settings

Navigate to Support:

Configure:

• Auto-responses
• Ticket categories
• Priority levels
• Assignment rules
• SLA timings

Ticket Management

Handle tickets:

1. View all tickets
2. Filter by status
3. Assign to staff
4. Set priority
5. Add internal notes

Ticket Statuses

Workflow:

• Open - New ticket
• Pending - Awaiting response
• Answered - Staff replied
• On Hold - Waiting for info
• Resolved - Issue fixed
• Closed - Ticket closed

Response Templates

Quick replies:

• Common questions
• Troubleshooting steps
• Policy explanations
• Refund process
• Account issues

Ticket Categories

Organize by:

• Technical issues
• Billing questions
• Account problems
• Order disputes
• General inquiries

Priority System

Set priorities:

• Low - General questions
• Normal - Standard issues
• High - Payment problems
• Urgent - Service down

Support Metrics

Track performance:

• Response time
• Resolution time
• Satisfaction rate
• Ticket volume
• Staff performance

Knowledge Base

Self-service:

• FAQ section
• Video tutorials
• Help articles
• Troubleshooting guides
• Community forum