Support System
Overview
The support module provides a full help desk: user tickets, bug reports, manual fulfillment tracking, and call bookings.
Support Tickets
Users create tickets from their account panel. Staff manage them in the admin panel.
Ticket Workflow
- User submits a ticket with subject, body, and category
- Ticket appears as Open in the admin queue
- Staff can assign it to themselves or another team member
- Staff replies - user sees the response in their account panel
- Status flow: Open → In Progress → Waiting User → Resolved → Closed
Bug Reports
A simplified issue tracker. Users submit bugs with title, description, page URL, and optional screenshot. Staff triage by severity and resolution status.
Fulfillment Tickets
Automatically created when someone buys a "Manual Fulfillment" product. Staff see these in a dedicated queue, process the order, and mark it complete.