Tickets

Tickets are the core of DeskHive. Customers submit tickets through the customer portal; agents respond through the agent portal; admins manage everything from the admin panel.

Ticket Fields

Field	Description
Reference ID	Auto-generated unique identifier (e.g., #1001)
Title	Short description of the issue
Content	Full description of the issue
Department	Team responsible for the ticket
Category	Ticket category
Product	Associated product (optional)
Priority	Low, Medium, High, or Critical
Status	Open, In Progress, On Hold, or Closed
Assigned To	Admin user responsible for the ticket
Labels	One or more color-coded labels
Customer	The customer who submitted the ticket

Ticket Statuses

Status	Color	Description
Open	Blue	Newly submitted, awaiting response
In Progress	Cyan	Being actively worked on
On Hold	Amber	Waiting for customer response or external action
Closed	Green	Resolved and closed

Ticket Priorities

Priority	Color	Description
Low	Cyan	Non-urgent issue
Medium	Amber	Standard issue
High	Red	Urgent issue
Critical	Red	Severe issue requiring immediate attention

Admin Panel

Navigate to Admin → Support Desk → Tickets.

Viewing Tickets

The ticket list shows all tickets with their status, priority, department, assigned agent, and last reply time. Use the filters to narrow down by status, priority, department, category, or date range.

Viewing a Ticket

Click on any ticket to open the detail view. From here you can:

• Read the full ticket thread
• Post a reply
• Change status, priority, department, category, or product
• Assign to an agent
• Add or remove labels
• View custom field values
• See the activity log for the ticket

Replying to a Ticket

1. Open the ticket
2. Type your reply in the message box
3. Attach files if needed
4. Click Send

The customer receives an email notification (if enabled in settings).

Reply Reactions

Agents and customers can like individual replies in a ticket thread. The like count is displayed on each message. This helps highlight helpful responses and provides feedback to support agents.

Assigning Tickets

Set the Assigned To field on a ticket to route it to a specific admin user. The assigned agent receives an email notification.

For automatic assignment, enable Auto-assign in Settings → General. Tickets are automatically assigned based on department membership.

Changing Status

Change the ticket status from the detail view using the status dropdown. A Closed ticket can be reopened by the customer replying to it.

Adding Labels

Labels provide additional tagging beyond categories. Assign one or more labels to a ticket from the detail view. Create labels at Admin → Support Desk → Labels.

Locking Tickets

Lock a ticket to prevent further customer replies. Locked tickets are read-only for customers.

Bulk Actions

From the ticket list, select multiple tickets and use the bulk action menu to:

• Change status
• Delete tickets

Auto-Close

Tickets can be automatically closed after a configurable period of inactivity. Configure Auto close days in Settings → General (0 = disabled).

Dashboard Widgets

The admin dashboard shows three ticket widgets:

Widget	Description
Open Tickets	Count of tickets with status "Open"
Tickets Today	Count of tickets created today
Unassigned Tickets	Count of open tickets with no assigned agent

Customer Portal

Customers access tickets at /support/tickets.

Submitting a Ticket

1. Log in to the customer portal
2. Click New Ticket
3. Fill in the title, description, department, category, and any custom fields
4. If Envato integration is enabled, enter a purchase code when prompted
5. If License Manager integration is enabled, enter a license code when prompted
6. Attach files if needed
7. Click Submit

Tracking a Ticket

Customers can view all their tickets and the full reply thread at /support/tickets/{reference-id}. They can post replies and download attachments.

Agent Portal

Agents access tickets at /support/agent/tickets. See Agents for details on the agent portal.