> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sitestorepro.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Customer Support Tickets in Site Store Pro

> Handle customer support requests end-to-end — from submission and triage to staff replies, internal notes, and automated email notifications.

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:

| Field             | Details                                        |
| ----------------- | ---------------------------------------------- |
| **Department**    | Select the relevant support department         |
| **Subject**       | A short description of the issue               |
| **Priority**      | Low, Normal, High, or Urgent                   |
| **Related Order** | Optionally link the ticket to a specific order |
| **Message**       | Full description of the issue or request       |
| **Attachments**   | One or more files — images, PDFs, or log files |

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:

<Tabs>
  <Tab title="Staff Reply">
    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.
  </Tab>

  <Tab title="Internal Note">
    Write a private note that only staff and administrators can see. Internal notes are never sent to the customer and do not trigger any email notification. Use them to coordinate with your team or document investigation steps.
  </Tab>
</Tabs>

### 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:

<Steps>
  <Step title="Open">
    The ticket has been submitted by the customer and is awaiting a first response from your team.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Customer Responded">
    The customer has replied to a staff message. The ticket surfaces in the queue for your team to action.
  </Step>

  <Step title="Resolved">
    A staff member has marked the issue as resolved. The customer receives a status change notification email.
  </Step>

  <Step title="Closed">
    The ticket is fully closed. No further replies are expected. The customer receives a final status notification email.
  </Step>
</Steps>

***

## 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.

<Accordion title="New Ticket Submitted">
  Sent when a customer or guest submits a new ticket.

  | Variable            | Description                    |
  | ------------------- | ------------------------------ |
  | `{{customer_name}}` | The submitting customer's name |
  | `{{ticket_title}}`  | The ticket subject line        |
  | `{{ticket_status}}` | Current ticket status          |
  | `{{ticket_url}}`    | Direct link to the ticket      |
</Accordion>

<Accordion title="Staff Reply Posted">
  Sent to the customer when a staff member posts a public reply.

  | Variable            | Description                          |
  | ------------------- | ------------------------------------ |
  | `{{customer_name}}` | The customer's name                  |
  | `{{reply_author}}`  | Name of the staff member who replied |
  | `{{reply_body}}`    | The full text of the reply           |
  | `{{ticket_url}}`    | Direct link to the ticket            |
</Accordion>

<Accordion title="Status Changed">
  Sent when the ticket status changes to Resolved or Closed.

  | Variable              | Description                  |
  | --------------------- | ---------------------------- |
  | `{{customer_name}}`   | The customer's name          |
  | `{{previous_status}}` | The status before the change |
  | `{{ticket_status}}`   | The new current status       |
  | `{{ticket_url}}`      | Direct link to the ticket    |
</Accordion>

<Tip>
  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](/helpdesk/knowledge-base) guide for how to create and manage articles.
</Tip>