Managing tickets
Support tickets are opened by your site’s users through the widget, in the support module. Each ticket represents a help request, bug report, or question.
Searching and filtering tickets
Section titled “Searching and filtering tickets”In the team dashboard, the Tickets section shows all received tickets. A search field is always visible at the top of the list, to search by subject.
Next to the search field, the Filters button opens a panel with:
- Status: multi-select, shows the ticket count for each status and lets you combine more than one, for example Open and Pending at the same time
- App: only appears when the team has more than one app registered
- Priority: filters by Low, Normal, High, or Urgent
- Assignee: filters tickets assigned to a specific team member
Each active filter appears as a tag below the search bar, with an X to remove it individually, and a Clear all link to remove all of them at once. The Filters button shows a badge with the total number of active filters.
Sorting (newest or oldest) sits in a separate selector, to the right of the toolbar.
Board view
Section titled “Board view”Next to the sort selector, a toggle switches between List and Board view.
In the board, each column represents a status and shows the ticket count in it. If you filter by one or more specific statuses, only those columns appear; with a single status selected, the column takes up all the available width.
Each card shows the ticket number, subject, priority, assignee, and the time since creation. Clicking a card opens the ticket’s detail page, just like in the list.
Drag a card to another column to change the ticket’s status. Unlike Suggestions, the Tickets board only accepts a drop on a column that represents a transition actually allowed for that ticket: while dragging, unavailable columns are dimmed and won’t accept the card. If an invalid change somehow reaches the server, Pliic rejects it and the card moves back to its original column.
The board shows at most 200 tickets at a time. If the filtered list has more than that, a notice appears above the columns, and you’ll need to narrow the filters to see the rest.
Available statuses
Section titled “Available statuses”| Status | Description |
|---|---|
| Open | Newly received ticket, awaiting attention |
| Pending | Waiting on a reply from the user or a third party |
| Resolved | The issue has been solved |
| Closed | Ticket closed |
Replying to a ticket
Section titled “Replying to a ticket”Opening a ticket shows the full conversation with the user. Write your reply and send it: it reaches the user by email, and they can reply directly from the email to continue the conversation.
You can also add an internal note, visible only to your team, useful for leaving context without sending anything to the user.
Priority, assignee, and status
Section titled “Priority, assignee, and status”From the ticket detail page you can:
- Change the priority (Low, Normal, High, Urgent)
- Assign the ticket to a team member, or remove the assignment
- Change the status, following the available transitions
- Mark it as resolved or close the ticket
Roles and permissions
Section titled “Roles and permissions”Replying to and managing tickets requires the Manager, Admin, or Owner role.