# View Ticket

Overview

Enables viewing of support ticket by support team. Please read carefully. Click example images to display full size version in new tab/window.

Screenshot

Actions

Add Reply - When clicked slides page to reply area. Clicking the crosshair icon in the text area will expand the textarea. Useful on small devices.
Close - Closes ticket. Ticket can be re-opened by visitor if this option is used.
Lock - Locks ticket. Ticket cannot be re-opened by visitor if this option is used. If a ticket is locked, admin staff can still add replies.
Create Dispute - If the dispute system is enabled, this option will appear. Turns standard ticket into dispute.
Notes - For backend notes. If clicked reveals the notepad area. See following screenshot.

Edit Ticket

A ticket can easily be edited when the edit link is clicked via the "Actions" dropdown. More info on ticket editing here.

Attachments / Custom Fields

To view custom fields or attachments (if applicable), click the icons at the base of the ticket entry. See first screenshot.

Ticket Assignment

If a ticket has been assigned, a dropdown called "Assigned Staff" will appear. Click this to reveal the support staff currently assigned to the ticket. Click "Manage Assigned Staff" to load the ticket edit screen to update assigned staff.

Reply View

Each reply view contains the reply information, custom field and attachment data (if applicable) and edit and delete links.
Delete links will produce a prompt to confirm your action.

Attachments View

If a reply or ticket has attachments, the attachments link will be clickable to reveal the attachment management area for that post.
Use the delete links to remove attachments. If a file doesn`t exist, a message will be shown as seen in the screenshot.

Support Team Reply Area

Custom Fields - Custom field data will appear if custom fields are present. Note that there are no restrictions on admin replies, no custom fields are required.
BB Code - Enables code formatting. Always enabled for admin. More info on BB code here.
Attachments - Attachments area. No restrictions for admin. Follow on screen instructions.
Standard Responses - Standard responses button will appear if standard responses exist. On the standard responses tab, use the "Load Standard Response - Enter Keyword" to locate an existing standard response. Click the results to load.
To save the current comments as a standard response, simply type a title in the "Or Save Current Comments as Standard Response - Enter Title" box.
Options > Merge With Other Ticket - Enter Keyword to Locate Previous Ticket - Enables merging of ticket to another ticket. See merge notes below.
Options > Status - Status of ticket after reply is added.
Options > Email Notification - If checked, sends all email notifications of reply to visitor.
Options > Write to Ticket History - ONLY available for the main admin user (ID:1). All other team members have all actions written to the ticket history. See information on ticket history below.

Merging Tickets

Here you can merge this ticket with another one after the reply is added. If merged, reply is added to specified ticket and current ticket is deleted.
On the "Options" tab in the "Merge With Other Ticket - Enter Keyword to Locate Previous Ticket" box, type keyword to locate ticket.
The button will change to denote you are adding a reply AND merging. A prompt will appear to confirm your action.
Note that tickets can only be merged with tickets with the SAME email address. After merging, you will be directed to the ticket you have merged to.

Ticket History

The ticket history logs all ticket actions. This can be disabled in the settings.
If delete privileges are enabled, a icon appears next to an entry and it can be deleted.
Actions > Export History to CSV - Enables exporting of history view to CSV.
Actions > Clear All - Appears if delete privileges are enabled. If clicked, all history is cleared. A prompt appears asking you to confirm your action. This option is NOT reversible.