Tickets

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Ticket Statuses

• Open: The ticket is open and waiting for a response.
• Closed: The ticket is closed and no longer accepting responses. You can reopen the ticket by replying.
• Answered: The ticket has been answered by the support team.
• User-Reply: The ticket has been replied by the user and waiting for a response from the support team.

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How to add a new ticket status?

Currently, you can’t add a new ticket status. We may add this feature in the future.

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How to filter tickets by status?

Go to Dashboard > Support & Help > Support > Tickets. You can filter tickets by status by clicking on the status filter dropdown.

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How to change ticket message template?

Go to Dashboard > Settings > General Settings. You can change the ticket message template by editing the “Support Message Template” field. You can use the following placeholders in this field:

• %username%: The username of the support message sender.
• %servername%: The server name.
• %serverip%: The server IP.
• %serverversion%: The server version.
• %message%: The message of the support message sender.

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How to prevent spams?

You can use Google reCAPTCHA integration to prevent spams. Learn more about how to integrate Google reCAPTCHA here.

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How to close a ticket?

Go to Dashboard > Support & Help > Support > Tickets. You can close a ticket by clicking on the “Close” button.

Also, you can close a ticket in the ticket page by clicking on the “Close” button.

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How to delete a ticket reply?

Go to Dashboard > Support & Help > Support > Tickets. You can delete a ticket reply by clicking on the “Delete” button.

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How to delete a ticket?

Go to Dashboard > Support & Help > Support > Tickets. You can delete a ticket by clicking on the “Delete” button.

Also, you can delete a ticket in the ticket page by clicking on the “Delete” button.

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How to delete selected tickets?

Go to Dashboard > Support & Help > Support > Tickets. You can delete selected tickets by selecting the tickets and clicking on the “Delete Selected” button.

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How to ban a user from support?

Go to Dashboard > User Management > Actions > Ban User. You can ban a user from support by selecting the “Support” option.