> ## Documentation Index
> Fetch the complete documentation index at: https://magic-post.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets

> Work through customer tickets in the admin queue: filter, read the conversation, reply with a screenshot, change the status and delete tickets.

Customers open tickets from **Support** in their own menu, see [Support tickets](https://magic-post.mintlify.site/account/support.md) for their side. You answer them under **Support**, **Tickets** in the admin sidebar. The page is titled **Support Tickets**: manage all customer support tickets.

## The queue

Four counters at the top show **Open Tickets**, **Pending Tickets**, **Resolved Tickets** and **Closed Tickets**. Below them is the table of tickets:

| Column | Shows |
| - | - |
| **Ticket ID** | The ticket's reference. |
| **Subject** | The first 30 characters of the subject. |
| **Priority** | Low, Medium, High or Urgent. |
| **Category** | The category the customer picked. |
| **Status** | Open, In Progress, Resolved or Closed. |
| **Created On** | Date and time the ticket was opened. |
| **Resolved On** | A resolution date, when one is recorded. Setting the status to Resolved in a reply does not fill it in. |

* Search by ticket ID, subject, priority, category or status. Click a heading to sort.
* Filter by **Status** (Open, In Progress, Resolved, Closed) or by **Category** (Technical, Billing, Account, General, Feature Request).
* Choose 10, 25, 50 or 100 rows per page. Your sort and search are remembered while you stay signed in.
* Tick several rows to delete them together with the bulk **Delete** action.
* Each row has a menu with **View** and **Delete**.

The [Admin dashboard](https://magic-post.mintlify.site/admin/dashboard.md) also lists tickets that wait for a reply: open tickets where the customer wrote last.

## Reply to a ticket

**1. Open the ticket**

Click **View** in the row menu. The page is titled **Ticket ID** followed by the reference. It shows the **Ticket Subject**, **Ticket Status** and **Created By**, with the name and email of the customer. Below that is the whole conversation. Customer messages are marked **Customer Message** and yours **Support Team Response**. Attachments open from **View Attached Image**.

**2. Set the status**

Under **Ticket Status** choose **Open**, **In Progress**, **Resolved** or **Closed**.

**3. Write the reply**

Type your answer under **Response**. It is required.

**4. Attach an image (optional)**

**Attach File** accepts JPG, JPEG or PNG up to 5 MB.

**5. Send**

Click **Reply**. The message is added to the conversation and the status you picked is applied in the same step.

> [!NOTE]
>
> A reply shows up in the customer's ticket thread. This build does not send an email about it, so customers see the answer when they open the ticket.

To close a ticket without writing back, set the status and reply with a short closing message. A reply is always required.

## Delete tickets

Use **Delete** in the row menu, or select rows and use the bulk action. Deleting is permanent. The ticket disappears from the customer's list as well.

## Tickets from one customer

On a customer's account page, the **Support Tickets** card lists their five latest tickets. See [Users](https://magic-post.mintlify.site/admin/users.md).


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.