Ticketing & Help Center
Support tickets, SLAs, categories and the help center.
Overview
Tickets is the support backbone: categorised, SLA-driven requests with round-robin assignment, a real-time inbox, canned responses, ratings and escalation. Categories can be internal, external or portal-facing, and external categories power this very Help Center — including license-gated product support.
Key features
SLA engine
Response and resolution targets with escalation and breach tracking.
Live inbox
Round-robin assignment and a real-time agent inbox.
Categories
Internal, external and portal categories with custom fields.
How to use it
1. Set up categories & SLAs
Create categories (internal, external or portal) and attach SLA targets and members. External categories power the Help Center — and can be license-gated so only paying customers submit product tickets.
2. Route incoming tickets
Tickets arrive from the dashboard, email, the student/instructor/partner portals or the public form. Round-robin assignment and the real-time inbox distribute them to the right agents.
3. Work & resolve
Agents reply (using canned responses), transfer, escalate and resolve within the SLA; response and resolution breaches are tracked automatically.
4. Measure
Customer ratings and the SLA / analytics dashboards show first-response time, resolution time and compliance so you can improve.
Roles & permissions
Agents and supervisors are members of categories; permissions control who can view, assign, transfer and resolve. External and public submissions need no login. The Help Center’s "Product Support" category adds a purchase-license gate on top.
Questions about this module
How are tickets assigned?
Manually, or by round-robin within a category’s members; supervisors can reassign at any time.
Can customers submit without an account?
Yes — the public Help Center form creates external tickets and emails the requester a tracking number.
What is the license gate?
An external category can require a valid purchase license (an ERPlite key or an Envato code) before a ticket is created — used by the Help Center’s Product Support.
Need help with Ticketing & Help Center?
Open a support ticket and our team will assist you.