The Admin Ticket Center streamlines communication between site administrators and members. It allows admins to manage, track, and resolve member inquiries efficiently.
Accessing the Ticket Center
1: On the admin bar, click “Ticket Center” – this will open a new tab displaying the ticket management dashboard.
2: Understanding Ticket Status
- Open – The ticket has been submitted by a member but has not been addressed yet.
- In Progress – The ticket is actively being reviewed, and replies may be exchanged between the admin and the member.
- Resolved – The ticket has been marked as closed. If necessary, members can re-open resolved tickets.
Ticket Overview
Each ticket displays essential details:
- Ticket ID
- User ID and Email Address (associated with the member)
- Date Created
- Subject
- Excerpt of the ticket body
Click “View Ticket” to open the full ticket details.
Viewing and Managing Tickets
After selecting “View Ticket”, you’ll see:
- Full Ticket Details – Displays the subject, description, and member information.
- Update Ticket Status Button – Change the status to Open, In Progress, or Resolved.
- If the ticket is resolved, a “Re-Open Ticket” button will appear.
- Replies Section – Shows the entire conversation history.
- Reply to Ticket Form – Send follow-up messages directly to the member.
This ensures all interactions are logged, providing a clear communication record for future reference.
5: Submitting a New Support Ticket
To send a new message to a user managing their member’s profile:
Step 1: Click “Submit New Support Ticket” in the Ticket Center.
Step 2-3-4: Fill out the following fields:
- Dropdown – Choose the user associated with the member.
- Subject – Add a clear and concise subject.
- Message – Provide the details of the inquiry or issue.
- Attachments – Upload any relevant files.
- Step 5: Click “Create New Ticket.”
