# Tickets Module

This comprehensive manual explains how to manage support tickets within the application, covering viewing existing tickets, creating new ones, and configuring a public ticket submission form.

# Tickets List Page

The "Tickets" page serves as your central hub for managing all support tickets. It provides an overview of ticket metrics, filtering, search, and action options.

**Top Filters and Search:**

- **Duration / Start Date To End Date:** These fields allow you to filter tickets based on their creation date or a specific date range.
- **Status dropdown:** Filter tickets by their current status (e.g., "Open Tickets" as seen in the example, or "All", "Pending", "Resolved", etc.).
- **Search bar:** Type text into this field to search for tickets by subject, requester name, or other details.
- **Filters button:** Clicking this button might reveal more advanced filtering options.

**Ticket Metrics:**

Above the table, key metrics provide a quick overview of your ticket situation:

- **Total Tickets:** The total number of tickets in the system.
- **Closed Tickets:** The number of tickets that have been closed.
- **Open Tickets:** The number of currently open tickets.
- **Pending Tickets:** The number of tickets awaiting a response or action.
- **Resolved Tickets:** The number of tickets that have been resolved.

**Action Buttons:**

- **Create Ticket:**
    
    
    - **Purpose:** To manually create a new support ticket in the system.
    - **How to Use:** Click the green "+ Create Ticket" button. This will open the "Create Ticket" form.
- **Ticket Form:**
    
    
    - **Purpose:** To access settings for creating a public web form for ticket submission.
    - **How to Use:** Click the "Ticket Form" button. This will navigate to the "Ticket Form" page.
- **Export:**
    
    
    - **Purpose:** To export existing ticket data from the system into a file (e.g., CSV, Excel).
    - **How to Use:** Click the "Export" button. This will usually trigger a file download.

**Ticket List Table:**

This table displays a summary of your ticket records.

- **\#:** The serial number of the ticket.
- **Ticket Subject:** The subject line of the support ticket.
- **Requester Name:** The name of the client or employee who submitted the ticket.
- **Requested On:** The date and time the ticket was submitted.
- **Others:** This column might display additional summary information related to the ticket.
- **Status:** The current status of the ticket.
- **Action:** This column provides options for managing individual ticket records:
    
    
    - **Edit:** Likely an "Edit" button or icon to modify an existing ticket's details or respond to it.
    - **Delete:** A "Delete" button or icon to remove a ticket record from the system. This usually prompts for confirmation.
- **Current Status:** "No data available in table" indicates that no ticket records have been added yet.

**Table Navigation:**

- **Show X entries:** A dropdown to select how many entries are displayed per page (e.g., "Show 100 entries").
- **Showing X to Y of Z entries:** Indicates the current range of entries being displayed out of the total number of entries.
- **Previous / Next buttons:** Used to navigate through multiple pages of tickets if there are more entries than displayed on a single page.

# Create Ticket Form User Manual

This section explains how to manually create a new support ticket in the system. This form appears when you click the "+ Create Ticket" button.

#### Overview of "Create Ticket" Form Fields

Fields marked with a red asterisk (\*) are mandatory.

**Ticket Details Section:**

**1. Requester Type**

- **Purpose:** To specify whether the ticket is being created for a "Client" or an "Employee".
- **Options:**
    
    
    - **Client:** Select this if the ticket is for a client.
    - **Employee:** Select this if the ticket is for an internal employee.
- **How to Select:** Click the radio button for the appropriate requester type.

**2. Requester Name**\*

- **Purpose:** To select the specific client or employee for whom the ticket is being created.
- **How to Select:** Click the dropdown menu and select the requester's name.

**3. Assign Group**

- **Purpose:** To assign the ticket to a specific support group (e.g., "Technical Support", "Sales").
- **How to Select:** Click the dropdown and select the group. There's an "Add" button, implying you can add new groups from here (as configured in Ticket Settings).

**4. Agent**

- **Purpose:** To assign a specific support agent to the ticket.
- **How to Select:** Click the dropdown and select the agent. There's an "Add" button, implying you can add new agents from here (as configured in Ticket Settings).

**5. Project**

- **Purpose:** To associate the ticket with a specific project.
- **How to Select:** Click the dropdown and select the relevant project.

**6. Type**

- **Purpose:** To classify the type of ticket (e.g., "Bug", "Question", "Feature Request", "Incident").
- **How to Select:** Click the dropdown and select the ticket type. There's an "Add" button, implying you can add new types from here (as configured in Ticket Settings).

**7. Ticket Subject**\*

- **Purpose:** A concise summary of the issue or request. This will be the main title of the ticket.
- **How to Fill:** Type the ticket subject into this text field.

**8. Description**\*

- **Purpose:** A detailed explanation of the ticket's issue, request, or query.
- **Editor Features:** Includes a rich text editor with options for formatting text (bold, italic, lists, etc.), inserting links, and potentially images/media.
- **How to Fill:** Type or paste the detailed description of the ticket here.

**9. Upload File**

- **Purpose:** To attach relevant files to the ticket (e.g., screenshots, logs, documents).
- **How to Use:** Click the "Upload File" link to open a file browser or drag and drop files into a designated area (if applicable).

**Other Details Section (Foldable):**

This section likely contains additional, optional details for the ticket. It can usually be expanded by clicking on its title.

**1. Priority**

- **Purpose:** To set the urgency level of the ticket.
- **Options (Dropdown):** `Low`, `Medium`, `High`, `Urgent`. Each option has a corresponding color (e.g., Low-Green, Medium-Yellow, High-Red, Urgent-Dark Red).
- **How to Select:** Click the dropdown and choose the priority level.

**2. Channel Name**

- **Purpose:** To specify the channel through which the ticket was received (e.g., "Email", "Phone", "Website Form").
- **How to Select:** Click the dropdown and select the channel. There's an "Add" button, implying you can add new channels from here (as configured in Ticket Settings).

### Actions on the "Create Ticket" Form

- **Save:** Click the green "Save" button to create the new ticket record.
- **Cancel:** Click the "Cancel" button to close the form without saving the new ticket.

# Ticket Form User Manual

This section explains how to configure a public-facing web form that clients or users can use to submit support tickets directly.

#### Overview of Ticket Form Page

This page allows you to customize the fields visible on your public ticket submission form, generate the embed code, and get a direct link to the form.

**1. Field Visibility Toggles (Left Column):**

This section lists various fields that can be included in your ticket submission form.

- **\#:** Serial number of the field.
- **Field:** The name of the field (e.g., "Name", "Email", "Ticket Subject", "Ticket Description", "Type", "Priority", "Assign Group").
- **Status Toggle:**
    
    
    - **Enabled (Green/Right position):** The field will be visible and active on the ticket form.
    - **Disabled (Gray/Left position):** The field will be hidden from the ticket form.
    - Click the toggle switch next to each field to control its visibility. Fields like "Name" and "Email" usually default to mandatory and non-toggleable status to ensure basic contact info.

**2. Preview (Right Column):**

- **Purpose:** To show a real-time preview of how your ticket form will look based on the selected field visibility. This helps you design the form visually.
- **Display:** A sample form is rendered, showing the fields you've enabled or disabled and their input types (e.g., dropdowns for Type, Priority).

**3. Copy & Paste Code / Share Direct Link:**

- **Purpose:** To provide the necessary code for embedding the ticket form onto your website, or a direct link to the standalone form.
- **Copy &amp; Paste the code...:** This section provides an `<iframe>` HTML code snippet. You can copy this code and paste it into the HTML of your website where you want the form to appear. Instructions are given to "adjust the width and height px to fit your website."
- **Share Direct link:** This section provides a direct URL to the standalone ticket form. You can share this link directly via email, social media, or other channels. There are typically two links:
    
    
    - One basic link.
    - Another link with `?styled=1` or similar, which might apply default styling.

#### Actions on the Ticket Form Page

- **Save:** Click the green "Save" button to save your changes to the ticket form configuration.
- **Reset:** Click the "Reset" button to revert all ticket form settings back to their default configuration.