Guide
Ticket list and details
The ticket list is the central view of the Support / Helpdesk, where you can see all open, in-progress, and closed cases. Here you can quickly review the status of each ticket, who it belongs to, and when it was submitted. In the detailed view, all messages and replies are displayed in chronological order, so no important information gets lost.
Create a new ticket
Create a new ticket when you want to report a specific issue, bug, or question. When opening a ticket, provide the topic, a short summary, and a detailed description so the support team can quickly understand the situation.
- Provide details: describe the environment, timing, and expected behavior so the issue can be reproduced.
- Set priority: if the issue is critical, mark it so the ticket receives special attention.
Replying and communication
In the detailed view, you can reply to questions from the support team or add new information. All replies appear in the ticket history, so everyone involved sees the same current state.
- Send a reply: write clear answers to open questions and attach relevant details.
- Update context: if new circumstances arise (e.g. the issue was resolved in the meantime), note it in the ticket.
Close ticket (superadmin)
With superadmin permissions, a ticket can be closed once the issue is resolved or no further action is required. Before closing, it’s recommended to summarize the solution so it can be referenced later.
- Document the solution: briefly describe the final resolution or decision.
- Status update: closing the ticket notifies users that the case is resolved.