Skip to main content
Site Store Pro’s helpdesk gives your customers a structured way to reach your support team and gives your staff a centralised queue to triage, respond to, and resolve issues. Both registered customers and guests can submit tickets, and every status change triggers an automated email so no one is left waiting.

​
Customer Ticket Submission

Customers submit new tickets at /tickets/create. The submission form collects the following information: After submitting, registered customers can track all their tickets from the account dashboard. Guest customers receive a secure link by email that gives them access to their specific ticket status page without requiring an account.

​
Admin Support Queue

Manage all incoming tickets at Admin → Tickets (/admin/tickets). The queue view lets you filter and triage at a glance.

​
Filtering the Queue

Apply any combination of the following filters to focus your view:
  • Status — Open, Pending Staff Reply, Customer Responded, Resolved, Closed
  • Priority — Low, Normal, High, Urgent
  • Department — Filter to tickets assigned to a specific department
  • Assigned Staff Agent — View tickets assigned to a particular team member

​
Responding to Tickets

Open any ticket to access the reply interface:
Write a public reply visible to the customer and click Post Reply. Site Store Pro immediately sends an email notification to the customer with your response. The ticket status updates automatically to reflect that it is awaiting the customer’s reply.

​
Status and Priority Controls

Change a ticket’s status or priority in a single click directly from the queue list or from within the ticket view. No form submission required.

​
Ticket Status Workflow

Tickets move through the following statuses as the conversation progresses:
1

Open

The ticket has been submitted by the customer and is awaiting a first response from your team.
2

Pending Staff Reply

The ticket is waiting for your support team to post a reply. It will remain in this state until a staff member responds.
3

Customer Responded

The customer has replied to a staff message. The ticket surfaces in the queue for your team to action.
4

Resolved

A staff member has marked the issue as resolved. The customer receives a status change notification email.
5

Closed

The ticket is fully closed. No further replies are expected. The customer receives a final status notification email.

​
Email Notifications

Site Store Pro sends automated email notifications at key points in the ticket lifecycle. Each notification uses template variables to personalise the message.
Sent when a customer or guest submits a new ticket.
Sent to the customer when a staff member posts a public reply.
Sent when the ticket status changes to Resolved or Closed.
When replying to a common question, paste a direct link to the relevant Knowledge Base article — for example, /kb/how-to-track-your-order — in your staff reply. Pointing customers to self-service documentation reduces repeat tickets on the same topic and builds familiarity with your KB. See the Knowledge Base guide for how to create and manage articles.