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Support Tickets

[tickets] [admin] [portal] [notifications]

Built-in support channel. Customers open tickets, the admin replies, status updates by mail. No external tools needed.

Who it's for​

  • Customers submit requests directly from the portal
  • Admins answer them centrally from the Admin area

Step by step : Customer​

1. Open a ticket​

FAQ & Support in the portal → form at the bottom of the page:

  • Subject
  • Message
  • (optional) reference to a product or printer

Send.

2. Wait for a reply​

You get replies by mail AND as a notification in the portal (red dot on the sidebar entry "FAQ & Support"). Click My tickets → thread view → you can reply directly.

3. Ticket status​

A ticket goes through:

  • open : newly created, no admin reply yet
  • in_progress : the admin has replied, waiting on you
  • resolved : the admin has marked it as resolved
  • closed : completed

You can ask follow-up questions at any time: tickets can be reopened.

Step by step : Admin​

1. Open the Support area​

Support in the sidebar (with a badge if unread replies exist). The area lives under /support and is built as a tab router: each tab has its own URL for bookmarks and direct links:

  • /support/tickets : tickets inbox (default)
  • /support/notifications : platform updates / admin notifications

The old URLs /tickets and /notifications still redirect to the new tab routes, so email links and bookmarks stay valid. The ticket detail under /tickets/[id] remains unchanged.

2. Inbox filter​

Filter tabs in the inbox:

  • Open : new tickets without a reply
  • In progress : already answered, waiting on the customer
  • Resolved : completed
  • All : everything together

3. Open a ticket​

Click a ticket → thread view with customer info, all messages chronologically, status dropdown, reply box.

4. Reply​

Reply box → write → Send reply. The customer gets a mail + portal notification. The status jumps automatically to in_progress.

5. Change status​

Dropdown at the top right → set resolved or closed. The customer gets a status update mail.

Notifications​

  • Portal sidebar: red dot on "FAQ & Support" when unread admin replies exist (30s polling)
  • Admin sidebar: red dot on "Tickets" when unread customer replies exist
  • Admin dashboard: open + in-progress tickets as amber cards in "Updates"

Email forwarding (optional)​

If you want tickets mirrored into your normal mailbox in parallel:

Enable Settings → Branding → Support ticket email forwarding. Incoming tickets are additionally forwarded to your support_email from the branding.

Frequently asked questions​

Can customers upload attachments? Currently only text messages. File upload is coming in a later version.

As an admin, do I see all tickets across all customers? Yes, per provider. Only tickets of your provider. licensio platform admins (Malte) see across tenants.

Can I archive tickets? closed is the archive status. They disappear from the standard filters but are still visible under All.

What if a customer replies to a ticket I set to resolved? The status jumps back automatically to in_progress. You get a new notification.

Anti-spam? Only logged-in customers can open tickets. Login + OTP = an automatic spam filter.

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