Support Tickets
FeedbackPulse includes a built-in support ticket system so tenants can request help directly from their dashboard.
Accessing Supportโ
Navigieren Sie zu /support from the Mandanten-Dashboard to view and manage your support tickets.
Creating a Ticketโ
Click New Ticket to open the ticket creation form.
| Field | Description | Required |
|---|---|---|
| Subject | Brief summary of the issue | Yes |
| Message | Detailed description of the problem or question | Yes |
| Priority | Severity level: low, medium, high, or critical | Yes |
| Attachment | Optional file upload to provide screenshots or logs | No |
Ticket Listโ
The ticket list displays all submitted tickets with the following columns:
| Column | Description |
|---|---|
| Subject | Ticket title (click to open the conversation thread) |
| Status | Current state: open, in_progress, resolved, or closed |
| Priority | Severity level assigned at creation |
| Last Reply | Date and time of the most recent reply |
Conversation Threadโ
Each ticket has a threaded conversation view where both the tenant and admin can exchange messages. Replies appear in chronological order, showing the author and timestamp for each message.
Email Benachrichtigungenโ
The system sends email notifications for the following events:
| Event | Recipient |
|---|---|
| New ticket created | Admin |
| Admin replies | Tenant |
| Tenant replies | Admin |
Real-Time Status Updatesโ
Status changes made by the admin (e.g., moving a ticket from open to in_progress) are reflected in real-time on the tenant's ticket list and detail views.