Support Tickets

Section: Operations
URL: /admin/tickets
Page title: (2) Tichete suport

Overview

The Support Tickets module is your help desk: clients (or staff) submit tickets, agents reply, statuses track resolution, and SLAs measure performance.

Business value

Help desk for inbound customer issues (and internal requests). Tracks status, agent, priority, SLAs, replies — with predefined templates and a public knowledge base for self-service deflection.

• Who uses it: Support agents, support managers, customer success
• Key benefit: Resolves issues faster and proves SLA compliance — turning support from a cost centre into a retention engine.
• Metrics it influences: First-response time, resolution time, CSAT, SLA compliance %

Typical use cases:

• Customer emails support@ → ticket auto-created and routed
• Agents use predefined replies to handle common issues in seconds
• Managers track SLA breaches and rebalance workload
• Customers self-serve via the knowledge base, deflecting easy tickets

At a glance

Accessing this module

From the admin sidebar, navigate to Support Tickets, or open the URL directly:

/admin/tickets

List view

The list view shows existing support tickets records. Use it to search, filter, sort, and bulk-act on items.

Create / edit form

Open the create form to add a new support tickets record. Editing an existing record uses the same form pre-populated with current values.

Common actions

1. View existing records — open Support Tickets from the sidebar to see the list view.
2. Search and filter — use the search box and column filters to find records.
3. Create a new record — click the Add / New button (or follow the "Create" URL above) and fill in the required fields.
4. Edit a record — click a row to open the detail view, then use the edit action.
5. Delete a record — use the row's delete action; deletion may be soft or hard depending on the module.
6. Bulk operations — select multiple rows via the checkboxes and apply a bulk action from the toolbar (export, delete, status change, etc., where supported).

API

This module is available via the REST API.

Authentication. All API requests require the header authtoken: <token> (generate one at /admin/api/api_management). Base URL. https://your-domain.tld/api/

Key endpoints:

See the full payload schemas, query parameters, and example responses in the API reference (`Tickets`).

Captured: 2026-05-10T09:51:26.776Z · Source: demo.crmconnect.io/admin/tickets