Ticket System: User Guide

The ticket system lets you contact Support directly from the dashboard: create tickets, exchange messages, and attach files.

Where to find

Tickets list: /index.php?view=tickets
Ticket page: /index.php?view=ticket&id=XXX

Ticket statuses

open — ticket is created and awaits Support reaction.
in_progress — Support is working on it.
answered — Support responded; your reaction is expected.
waiting_user — your answer is required (UI indicators highlight such tickets).
closed — ticket is closed.

The default filter is “All except closed”.

Priorities

Tickets use one of these priority values (stored and shown in the UI):

low
normal (default)
high
urgent

Create a ticket

Open /index.php?view=tickets and click “Create ticket”.
Fill in subject and describe the issue.
Optionally attach files.
Submit — the new ticket will appear in the list with open status.

Tickets list

The list is rendered as a table with columns: #, Subject, Status, Priority, Messages, Created, Updated.

Status filter: includes “All except closed” (default).
Date filters: “Date from” and “Date to” by creation time.
Search: by subject and by messages content.
Navigation: click a row to open ticket details.

Attention indicators: a red indicator is shown on the Tickets menu item if there are tickets in “waiting_user” status. In expanded sidebar the badge shows a number; in collapsed sidebar it shows a dot.

Ticket page

The ticket page shows the conversation, attachments, and a reply form.

Reply: type your message, optionally attach files, then send.
Attachments: can be downloaded only by the ticket owner.
Close: click “Close” if your question is resolved.

Status transition on user reply

If current status is waiting_user, after your reply it becomes answered (waiting for Support response).
If current status is open, it does not change.

Notifications

In-app indicator on the “Tickets” menu item.
Email/Telegram may be used if enabled by administrator.

Security & privacy

Access to tickets is limited to your account (session-based checks).
File downloads are allowed only for the owner and only within the ticket.
All actions are logged for quality and incident analysis.

Tips:

Use a concise subject; provide steps and details in the message.
Attach screenshots/logs to speed up resolution.
Avoid duplicates — continue the existing conversation when possible.

FAQ

I can’t see my old tickets

Check filters: the default is “All except closed”. Select “All” to include archived tickets.

File won’t download

Make sure you’re logged in with the account that created the ticket and the file belongs to this ticket.

Status did not change after reply

That’s expected for open. Auto transition happens only from waiting_user to answered.

Doc version: 1.0 • Last updated: 2025‑10‑29