Support tickets

Every ticket follows the same arc. Nothing here is configurable — there are no custom workflows or automation rules.

Status

Priority

Four levels: Low, Normal (the default), High, and Urgent. High and Urgent are the only two that get a coloured badge, so they stand out in the inbox at a glance.

Category

General (default), Billing, Bug, Account, Other. This list is fixed — it can't be edited from the admin UI. The category is shown on the ticket but is not a filter in the inbox.

1. Sign in, then go to /my/tickets/new — or click New ticket from the home page.
2. App — pick which product this is about. If you arrived from a board link the right app is pre-selected.
3. Subject— required. One line naming the problem, e.g. “CSV export returns an empty file”.
4. Description — required. What you expected, what happened, and how to reproduce it.
5. Screenshots or video — optional, up to 5 files at 50 MB each.
6. Category and Priority — leave at General / Normal unless you know better.
7. Submit. You land on the ticket and get a confirmation email.

/mylists every ticket you've opened, most recently updated first, with its status and priority. There's no search or filter on this page — it's a plain list.

Open any ticket to read the thread, oldest message first. Your own messages are tinted. Type in the reply box and press Send reply to respond.

• You will never see internal staff notes — they are filtered out server-side.
• You can't attach files to a reply, only to the original ticket.
• You can't change status, priority, or assignee.
• Replying to a Resolved ticket reopens it automatically. A Closed ticket has no reply box — open a new ticket instead.

/inbox is the shared queue across every app. It is not per-agent — everyone sees the same list, including tickets assigned to someone else.

Filtering

• Search— matches the subject, the ticket number, and the requester's email. It does not search message bodies or assignee names.
• Status and App dropdowns narrow the list further. All three combine.

Open a ticket from the inbox. The right-hand sidebar holds every control; each change saves immediately and shows a toast.

• Status — all five values. Changing it emails the requester.
• Priority — all four values. Changing it emails nobody.
• Assignee — any agent or admin, or Unassigned. Changing it emails nobody.
• Assign to me — one-click self-assign.

The category can't be changed from this sidebar, even though the ticket displays it.

The reply box on the agent side has an Internal note (hidden from customer) checkbox. Tick it and the message becomes staff-only: it renders with an amber border and an Internal chip, and the button changes to Add note.

Two transitions happen without anyone touching the status dropdown:

Internal notes never move the status. Any message — public or internal — does bump the ticket's “updated” time, which is what re-sorts it to the top of the inbox.

Files are stored privately and served through links that expire after one hour, so the page regenerates them each time you load the ticket. There is no way to delete an attachment once it's uploaded.

Access is enforced in the middleware, again on each page, again in the API, and finally by database row-level security. A customer who guesses another person's ticket URL gets a 404.