9. Tickets

All of your client support tickets can be found in the All Tickets section.

Information is presented in columns as follows:

• Ticket – This displays the ticket subject line and the first few words of the message body.
• Status – The ticket status according to how you set up your Status labels in the Settings. Ticket status can be modified from the Ticket detail screen only.
• Priority – The ticket priority as set by you or your assigned team member. Options are Low, Medium or High. Ticket priority can be modified from the Ticket detail screen only.
• Created By – The name of the client who submitted the ticket, and the date the ticket was created.
• Last Updated– This indicates the number of replies on the ticket, where tickets with unread replies will be highlighted with a red dot on the upper-right corner. You’ll also see the time elapsed since the last reply by you, a team member or the client. Hover your cursor over this to reveal a tooltip with the exact date and time of the last response.
• Assigned To – This indicates the support team member currently assigned to the ticket. It can be either you, your Default Assignee, or any other team member. Ticket assignee can be modified from the Ticket detail screen only.

Filter Tickets

Click the Filter tickets button at the top to display only tickets that meet your filter criteria.

• Response – Display only tickets that are Read or Unread.
• Priority – Display tickets with any specified priority: Low, Medium, or High.
• Status – Display tickets assigned to any status you have set up in the Settings.

You can use multiple filters to drill into the tickets you need. The example image below shows tickets that are both Unread and with High priority. Hover your cursor over any filter and click the X icon to clear it, or click the Clear All button to refresh the list and display all tickets.

Filter Tickets by Assignee

You can filter tickets by whoever is assigned to it. Click the Assignee button and select one or more of your support team members to display only tickets assigned to them. Here as well, you can hover your cursor over any assignee filter and click the X icon to clear it, or click the Clear All button to refresh the list and display all tickets.

Filter Tickets by Client

You can filter tickets by the clients who created them. Click the Client button and select one or more of your clients to display only tickets created by them. Here as well, you can hover your cursor over any client filter and click the X icon to clear it, or click the Clear All button to refresh the list and display all tickets.

Ticket Management Options

Click the ellipsis icon at the far-right of any ticket’s row to reveal additional management options.

• View ticket – Click to open the details of the specific ticket. You can also click the ticket title to open it. See Managing Individual Tickets below for details.
• Close ticket / Reopen ticket – Clicking Close ticket will change the ticket status to Closed and no further replies can be made on the ticket. If a ticket has been already closed, you will see a Reopen ticket option here instead which, when clicked, reopens the ticket and allows additional replies and actions. See Reopen ticket below for additional details.
• Email notification – Toggle this on to receive notifications of new replies to the ticket.
• Delete ticket – Click to permanently delete the ticket. You’ll be prompted to confirm this action as it is irreversible.

Reopen Ticket

If a ticket status has been changed to Closed, no further actions can be taken on that ticket unless it is reopened.

To reopen a ticket, click the Reopen ticket option for that ticket on the All Tickets screen. A closed ticket can also be reopened from the ticket details screen.

You’ll be prompted to provide additional information as to why the ticket was reopened. This will create a new reply on the ticket to notify the client and support team members who may have email notifications enabled for that ticket.

Click a ticket title or the View Ticket option on the All Tickets screen to access the ticket, where the full details of the ticket will appear, including attachments and all replies to date.

The client’s submitted issue will appear at the top, with all replies in a single thread beneath it. Note that it is not possible to create nested threaded replies (you cannot reply to a reply).

Ticket detail

The Ticket detail section is where you can view and manage many of the same options as found on the All Tickets screen. But this is the only place where the ticket status, priority and assignee can be modified.

• Reported by – The name of the client who submitted the ticket.
• Created on – The date the ticket was created.
• Status – The ticket status according to how you set up your Status labels in the Settings. Click the currently displayed status to change it as needed.
• Priority – The ticket priority as set by you or your assigned team member. Options are Low, Medium or High. Click the currently displayed priority to change it as needed.
• Assigned to – This indicates which member of your support team is currently assigned to the ticket. Click the currently displayed assignee to change it as needed.
• Email notification – Toggle this on to receive notifications of new replies to the ticket.

Additional Ticket Options

Click the ellipsis icon at the top-right to reveal additional management options for the ticket.

• Reopen ticket – This option only appears if the ticket is closed. See Reopen ticket above for details.
• Delete ticket – Click to permanently delete the ticket. You’ll be prompted to confirm this action as it is irreversible.

Attachments Behavior

Clicking on an attachment will open images and videos in a lightbox where you can download the attachment if needed. Video attachments will autoplay in a lightbox when clicked on. PDF files will open in a new browser tab.

Replying to Tickets

Enter your reply in the Reply box, and format your content as needed. Replies must contain at least 10 characters but cannot be more than 5000 characters. Available formatting options are bold, italic, link, quote and code. Include up to 5 attachments where allowed file types are images, PDFs and videos with a maximum file size of 10MB each. When done, click the Reply button.

Mark as Unread

Any open ticket can be marked as unread by any support team member simply by clicking the Mark as unread button at top-right of the ticket. This will add a red dot in the Last Response column for the ticket on the All Tickets screen for that support team member.

Both you and your team members can create tickets on behalf of your clients if needed.

Of course, team members must have the View Tickets and Create New and Take Action on Tickets capabilities enabled in their team role to access this feature. You’d also want to ensure that your client’s role includes those same capabilities so they can view and manage their tickets once you create them.

To create a ticket for a client, simply click the + Create Ticket button on the All Tickets screen.

That will pop open the Create New Ticket for Client modal window.

First select the client for whom you’re creating the ticket. Then enter a ticket title and details about their issue. The issue details must contain at least 10 characters but cannot be more than 5000 characters. Optionally upload up to 5 files to illustrate the issue. Allowed file types are images, PDFs and videos with a maximum file size of 10MB each.

Finally, set the ticket priority and enable the email notification options as needed.

Once you’re done, click the Create Ticket button and the new ticket will appear on the All Tickets screen in your Hub, and on the client’s main Tickets screen. Note that tickets created in this manner will be automatically assigned to your default assignee.

Default Assignee

Click the name of the currently assigned Default Assignee to select a new one from your available support team members. Only those team members who have the required capabilities enabled in their team role will be available for selection here. Of course, as the WPMU DEV account owner, you can assign yourself, or set the default to Unassigned.

Ticket Status Options

Click the Edit link to pop open a modal window where you can customize the Status options according to your specific support workflow. You can add up to 7 custom status as needed for a total of 10.

You can edit any status label by clicking the label name and entering a new one. Customize the status color by clicking the current color and selecting a new one.

Click & hold the hamburger icon on the left and drag to move a status position up or down in the list. Click the – icon on the right to remove a status. Note that you cannot remove a status that is currently in use in one or more tickets. A notice will appear in your Hub to inform you of the situation if you try.

When a client visits the Tickets section in your branded Hub for the first time, they’ll be greeted by a welcome screen with a + Create ticket button prompting them to create their first support ticket with you.

If they already have one or more support tickets, they can create another by clicking the + Create ticket button at the top-right of their Tickets screen.

Note that the ability to create new tickets requires that their custom client role has the Create New and Take Action on Tickets capability enabled. If a client does not have this capability enabled in their role, the Create ticket buttons will be locked and a message will appear to inform them of the situation.

This chapter provides examples of all the Ticket system emails sent to you, your team members and your clients, and which actions trigger them.

All emails sent to you or your team members will be branded with the WPMU DEV logo and colors so you know where they come from.

Emails sent to your clients will be branded with the Brand Logo and Brand Color you set in the Business Profile section of your Clients & Billing portal. And if you have set a custom Emails Footer Note in the Email Notifications section, that would appear in the footer of all client emails as seen in the examples below.

In all emails sent, the placeholders shown in these examples will be replaced by actual data of course.

The CTA buttons in emails sent to you will direct you to the corresponding ticket feature in your WPMU DEV Hub. However, the CTA buttons in emails sent to your clients will take them to the corresponding ticket feature in the branded Hub Client portal from which they created the ticket.

Note that emails are not sent to recipients who trigger corresponding actions themselves. For example, if a client closes a ticket, the Ticket Closed email will not be sent to that client.

If you still have questions or need assistance after reading this document, please don’t hesitate to contact our support superheroes using the available options under the Support tab in your Hub or via the Support tab in your WPMU DEV Dashboard.