Support Tickets
Manage student inquiries, technical issues, and billing questions.
System Overview
Ticket Navigation
Access the Help Desk directly via the sidebar link. The view displays all tickets by default, allowing you to monitor "Pending" (needs attention), "Answered" (waiting for user), and "Closed" (resolved) issues in one list.
Status Overview
Top-level metrics give support agents a quick workload summary. Track the total number of open tickets versus those that have been successfully resolved.
Global Search
Quickly locate a specific conversation by entering the Ticket ID (e.g., #TKT-8X93), Subject line, or Student Name.
Action Button
Click the "Reply" button to open the detailed conversation view. This moves the ticket from the general list to your active workspace.
Priority & Status
Visual indicators help prioritize work:
Priority: High (Red), Medium (Yellow), Low (Green).
Status: Open (Green), Replied (Blue), Closed (Gray).
Conversation Interface
The chat-style interface displays the full history of the interaction. Student messages appear on the left (Grey), and Admin responses appear on the right (White).
Attachments
Agents can upload screenshots or PDF guides using the "Attach" button to help students resolve technical issues faster.
Resolution Control
Once an issue is fixed, click "Mark Resolved". This closes the ticket, preventing further replies, and archives it in the student's history.
Customer Context
The sidebar in the detailed view shows the student's profile snapshot. Click "View Profile" to jump to their full user record to check payment history or exam logs.
