Support Tickets

Built-in helpdesk for managing client support requests with ticket queues and automated workflows.

Overview

Ticket system features:

Ticket submission via client portal
Priority levels and categories
Assignment to team members
Status workflow
Internal notes
Email notifications

Creating Tickets

From Admin

Navigate to Agency OS → Tickets
Click New Ticket
Enter details:
- Subject - Issue title
- Client - Select client
- Priority - Low, Medium, High, Urgent
- Category - Bug, Feature, Support, etc.
- Description - Detailed issue
Click Create Ticket

From Client Portal

Clients submit tickets directly from their portal dashboard. Tickets auto-assign based on rules or manually by admin.

        POST /wp-json/agency-os-ai/v1/tickets
{
  "subject": "Login page not loading",
  "client_id": 15,
  "priority": "high",
  "category": "bug",
  "description": "Getting 500 error when accessing /login",
  "project_id": 5
}
    

Ticket Fields

Field	Type	Description
subject	string	Ticket title
client_id	integer	Submitting client
project_id	integer	Related project
priority	enum	low, medium, high, urgent
category	enum	bug, feature, support, billing, other
status	enum	new, open, pending, solved, closed
assignee_id	integer	Assigned team member
description	text	Issue details

Ticket Statuses

Status	Description
new	Newly submitted, not yet seen
open	Being actively worked on
pending	Waiting for client response
solved	Issue resolved, awaiting confirmation
closed	Ticket completed

Ticket Views

Queue View

List all tickets with filtering and sorting

My Tickets

Tickets assigned to you

Unassigned

New tickets needing assignment

Ticket Replies

Communicate with clients through the ticket thread:

Open ticket
Type reply in message box
Choose reply type:
- Reply - Visible to client
- Internal Note - Team only
Click Send Reply

SLA & Macros

Configure automated responses and escalation rules. See the Macros & SLA guide for details.