Tickets

Whenever a player sends an email via the contact form on the front end, a ticket is automatically created.

ticket-page

In this guide, you will get to know the basics of the ticketing system in the back office.

Ticketing system

Every time a player sends an email via the front end, a ticket is automatically created.

contact-us-frontend

To access the ticketing system on the back end, click “Tickets” on the menu bar.

tickets-menu

Right after that, you will see all the newly created tickets.

newticket

On the left bar, you will see two sections: tickets and administration.

On the “Tickets” section, you will the different categories and tags of the tickets submitted, something like an inbox:

• New

• Unassigned

• My Tickets

• Recently updated

• Solved

• Closed

• Rated

• Requester

• Deleted

This is how an archived ticket looks like (since we don’t have any new ones):

archived-ticket

You can add a tag on it, assign it to a team, or assign it to another admin or support personnel.

If you decide to edit an archived ticket, there will be a new form at the top where you could write a subject as well as a summary of the ticket.

You can even escalate it so other admins can take a look at it.

edit-ticket

You can also create a new ticket yourself by clicking on the “New Ticket” button.

new-ticket-button

Here, you can enter the name and email of the requester as well as the subject and message.

You can assign it directly to a team and add tags to it. You can also set its status right away whether its new or pending.

new-ticket

Going through the ticket system is like going through your email or any other ticketing platforms out there.

In the “Administration” section, you can configure the teams, agents (support personnel), and the ticket types.

administration-tickets

You can also go through them and add a team, agent, or a ticket type.

All you have to do is click on the “New” or “New user” button.

For example, if you would like to add a new agent, just go to the “Agents” section and click on the “New user”. Fill in and form and click on the “New” button.

add-new-agent