---
url: https://docs.corbitaltech.dev/products/whatsmark-saas/admin/tickets.md
---
# Admin Ticket Management

Comprehensive customer support and technical issue management system for Streamlines customer support operations through departmental organization, priority-based routing, and complete ticket lifecycle management with automated notifications

## Accessing Ticket Management

### Navigation Path

To access the Ticket management interface:

1. Login to the **Admin Panel** with valid credentials.
2. From the main menu, go to **Support**.
3. Click on **Ticket**.
4. Select **Ticket** to view Ticket.

## Prerequisites Setup

### Step 1: Department Management

Establish departmental structure for effective ticket routing and specialized support handling.

## Department Management

[Department Management Guide](./SetUp#department-management)

## Ticket Management System

### Ticket Overview Dashboard

**Location:** Admin Panel → Support → Tickets

**Ticket Status Summary:**

* **Total Tickets :** Complete count of all support tickets in the system
* **Open Tickets :** Active tickets requiring attention or response
* **Answered Tickets :** Tickets with admin responses awaiting tenant feedback
* **Closed Tickets :** Resolved and completed tickets
* **High Priority Tickets :** Urgent tickets requiring immediate attention

**Dashboard Features:**

* **Real-time Updates:** Live ticket count updates
* **Status Distribution:** Visual breakdown of ticket states
* **Priority Indicators:** High-priority ticket alerts
* **Quick Navigation:** Direct access to filtered ticket views

### All Tickets Management

**Location:** Admin Panel → Tickets → All Tickets

**Comprehensive Ticket View:**

* **Bulk Operations:** Mass delete selected tickets with "Bulk Delete(0)" functionality
* **Advanced Filtering:** Filter tickets by status, priority, department, or date
* **Search Functionality:** Locate specific tickets using search criteria
* **Export Options:** Generate ticket reports for analysis

### Creating New Tickets

#### Navigation to Ticket Creation

**Path:** Admin Panel → Tickets → Create Ticket

#### Ticket Creation Form

**Location:** Admin Panel → Tickets → Create New Ticket

### Ticket Details Section

**Required Fields:**

**Tenant Selection:**

* **Purpose:** Identify the customer/client for whom the ticket is being created
* **Selection:** Choose from existing tenant database
* **Validation:** Ensure tenant has active account status

**Department Assignment:**

* **Purpose:** Route ticket to appropriate specialized team
* **Options:** Select from configured departments (Technical, Sales, Quality Assurance, General)
* **Impact:** Determines which admin users receive notifications

**Admin Assignment:**

* **Purpose:** Designate specific admin user responsible for ticket resolution
* **Selection:** Choose from department-assigned admin users
* **Responsibility:** Assigned admin receives direct notifications and is accountable for resolution

**Subject Line:**

* **Purpose:** Provide clear, concise description of the issue
* **Guidelines:** Use descriptive, searchable keywords
* **Character Limit:** Sufficient length for comprehensive issue summary

**Priority Classification:**

* **High:** Critical issues requiring immediate attention (red indicator)
* **Medium:** Important issues requiring prompt response (yellow indicator)
* **Low:** General inquiries or minor issues (green indicator)

**Status Configuration:**

* **Open:** New ticket requiring initial response
* **On Hold:** Ticket temporarily paused awaiting information
* **Closed:** Issue resolved and ticket completed

**Message Content:**

* **Purpose:** Detailed description of the issue, request, or inquiry
* **Guidelines:** Include all relevant information for efficient resolution
* **Format:** Support rich text formatting for clear communication

### Attachment Management

**File Upload Capabilities:**

* **Maximum Files:** 5 files per ticket
* **File Size Limit:** 10MB per individual file
* **Supported Formats:** Images, Documents, Archives
* **Purpose:** Provide additional context, screenshots, or evidence for ticket resolution

**Upload Process:**

* **Drag and Drop:** Simple file upload interface
* **Browse Selection:** Traditional file browser option
* **Preview:** Visual confirmation of uploaded files
* **Management:** Remove or replace uploaded files before submission

### Guidelines and Best Practices

**Creating a Ticket Guidelines:**

* **Select Appropriate Client:** Ensure correct tenant identification
* **Choose Correct Department:** Route based on issue type for efficient handling
* **Set Priority Based on Urgency:** Assess impact and urgency for appropriate prioritization
* **Provide Clear Subject:** Use descriptive, searchable ticket titles
* **Include Relevant Details:** Comprehensive information for efficient resolution
* **Attach Supporting Files:** Include screenshots, logs, or documentation when helpful

**Priority Level Guidelines:**

* **High:** Critical issues requiring immediate attention (system outages, security issues, payment problems)
* **Medium:** Important issues that should be addressed soon (feature requests, minor bugs, account questions)
* **Low:** General inquiries or minor issues (documentation questions, general support)

**Status Workflow:**

* **Open:** New ticket requiring attention
* **Answered:** Response sent, awaiting tenant feedback
* **On Hold:** Paused, awaiting additional information
* **Closed:** Issue resolved and ticket completed

### Individual Ticket Management

**Location:** Admin Panel → Tickets → View Ticket

#### Ticket Information Panel

**Tenant Information:**

* **Tenant Name:** CTL Tenant (Admin)
* **Contact Email:** Available for direct communication
* **Account Status:** Verification of active tenant status

**Department Assignment:**

* **Current Department:** Technical
* **Department Description:** Responsible for development, deployment, and technical support
* **Change Option:** Reassign to different department if needed

**Priority Management:**

* **Current Priority:** Medium (yellow indicator)
* **Visual Indicator:** Color-coded priority display
* **Modification:** Quick priority adjustment capability

**Status Tracking:**

* **Current Status:** Open
* **Status History:** Track all status changes
* **Quick Change:** Instant status updates

**Creation Information:**

* **Created Date:** Jun 28, 2025
* **Time Stamp:** 12:26 × 5 minutes ago
* **Creator:** Tracking of ticket originator

#### Ticket Content Management

**Subject Display:**

* **Ticket ID:** TKT-000001 Technical error
* **Creation Details:** Created 5 minutes ago by CTL Tenant on behalf of CTL
* **Content:** "I am facing issue during set up of whatsmark saas"

#### Administrative Controls

**Assigned Admins Section:**

* **Current Assignment:** CTL User ×
* **Add Admins:** "Select Admin to Add" dropdown
* **Update Functionality:** "Update Assigned" button for changes
* **Multi-Assignment:** Multiple admins can be assigned to single ticket

#### Quick Actions Panel

**Status Management:**

* **Change Status:** Dropdown selection for status updates
* **Current:** Open status
* **Options:** Open, Answered, On Hold, Closed

**Priority Adjustment:**

* **Change Priority:** Quick priority modification
* **Current:** Medium priority
* **Options:** High, Medium, Low

**Department Reassignment:**

* **Change Department:** Transfer ticket between departments
* **Current:** Technical
* **Options:** All configured departments

#### Communication Management

**Reply System:**

* **Add Reply:** Respond to tenant inquiries
* **Message Field:** "Type your reply here..." text area
* **Attachment Support:** Include files with responses (Optional)
* **File Limits:** Maximum 5 files, 10MB each

**Reply Actions:**

* **Send Reply:** Submit response and maintain current status
* **Reply & Close:** Submit response and mark ticket as resolved
* **Email Notification:** Automatic notification to tenant and assigned admins

**Notification Settings:**

* **Send Email Notification:** Checkbox for automatic email alerts
* **Recipients:** Tenant and assigned admin users
* **Content:** Reply content and updated ticket status

#### Ticket Information Tracking

**System Information:**

* **Ticket ID:** TKT-000001 (unique identifier)
* **Created:** 28-06-2025 12:26 PM (creation timestamp)
* **Last Updated:** 28-06-2025 12:26 PM (most recent modification)
* **Replies:** 0 (response count)
* **Admin Viewed:** Yes (confirmation of admin review)
* **Tenant Viewed:** Yes (verification of tenant acknowledgment)

### Advanced Ticket Management Features

#### Ticket List Quick Actions

**Available Actions from Ticket List:**

* **View Details :** Access complete ticket information and reply interface
* **Quick Status Change :** Instant status updates without opening ticket
* **Delete :** Permanently remove the selected ticket from the system (this action cannot be undone)

**Bulk Operations:**

* **Bulk Delete:** Select multiple tickets for mass deletion
* **Export Functionality:** Generate reports of selected tickets
* **Filter Application:** Apply filters to specific ticket groups

#### Search and Filter Capabilities

**Search Functionality:**

* **Keyword Search:** Search by ticket content, subject, or ID
* **Tenant Search:** Locate tickets by customer name
* **Advanced Filters:** Combine multiple search criteria

**Filter Options:**

* **Status Filter:** Open, Answered, On Hold, Closed
* **Priority Filter:** High, Medium, Low
* **Date Range:** Time-based ticket filtering

## Automated Notification System

### Email Notification Triggers

**Automatic Email Notifications Sent For:**

**New Ticket Creation:**

* **Recipients:** Assigned admin users, department team members
* **Content:** Ticket details, priority level, customer information
* **Timing:** Immediate upon ticket creation

**Ticket Assignment:**

* **Recipients:** Newly assigned admin user
* **Content:** Complete ticket information and assignment notification
* **Timing:** Immediate upon assignment change

**Status Changes:**

* **Recipients:** Tenant, assigned admin users
* **Content:** Updated status information and next steps
* **Timing:** Immediate upon status modification

**New Tenant Replies:**

* **Recipients:** Assigned admin users, department team members
* **Content:** Reply content and updated ticket information
* **Timing:** Immediate upon tenant response

**Priority Changes:**

* **Recipients:** Assigned admin users, relevant stakeholders
* **Content:** Updated priority level and urgency indicators
* **Timing:** Immediate upon priority modification

### Notification Recipients

**Admin Users:**

* **Assigned Admins:** Direct notifications for assigned tickets
* **Department Members:** Updates for all department tickets
* **Supervisors:** High-priority ticket alerts

**Tenant Contacts:**

* **Primary Contact:** All ticket updates and responses
* **Secondary Contacts:** Optional notification settings
* **Account Administrators:** System-level ticket notifications

## Ticket Lifecycle Management

### Complete Ticket Workflow

**1. Ticket Creation:**

* **Source:** Tenant submission or admin creation
* **Initial Status:** Open
* **Auto-Assignment:** Based on department rules and availability
* **Notification:** Immediate alerts to assigned team members

**2. Admin Review:**

* **Ticket Assessment:** Evaluate issue complexity and priority
* **Information Gathering:** Request additional details if needed
* **Department Verification:** Confirm appropriate departmental assignment
* **Timeline Estimation:** Assess expected resolution timeframe

**3. Response Preparation:**

* **Issue Investigation:** Research problem and identify solutions
* **Solution Development:** Prepare comprehensive response
* **Resource Coordination:** Involve additional team members if needed
* **Quality Review:** Verify response accuracy and completeness

**4. Reply Dispatch:**

* **Response Delivery:** Send detailed solution or update to tenant
* **Status Update:** Modify ticket status to reflect current state
* **Follow-up Schedule:** Set expectations for additional communication
* **Documentation:** Record resolution steps for future reference

**5. Tenant Interaction:**

* **Response Review:** Tenant evaluates provided solution
* **Feedback Provision:** Additional information or clarification requests
* **Solution Testing:** Implementation and verification of proposed fixes
* **Satisfaction Confirmation:** Verification of issue resolution

**6. Resolution Confirmation:**

* **Solution Verification:** Confirm issue has been fully resolved
* **Follow-up Communication:** Ensure tenant satisfaction with resolution
* **Additional Support:** Provide ongoing assistance if needed
* **Documentation Update:** Record final resolution details

**7. Ticket Closure:**

* **Status Change:** Mark ticket as "Closed"
* **Final Notification:** Confirm completion to all stakeholders
* **Satisfaction Survey:** Optional feedback collection
* **Archive Process:** Move to completed tickets database

### Response Time Guidelines

**Priority-Based Response Standards:**

* **High Priority:** Respond within 1-2 hours during business hours
* **Medium Priority:** Respond within 24 hours
* **Low Priority:** Respond within 48-72 hours

**Resolution Time Targets:**

* **High Priority:** Resolve within 4-8 hours
* **Medium Priority:** Resolve within 2-3 business days
* **Low Priority:** Resolve within 5-7 business days