Admin Support Tickets
FeedbackPulse provides administrators with a centralized view for managing all tenant support tickets.
Accessing Support Tickets
Accedez a Admin > Support Tickets to view all tickets submitted by tenants across the platform.
Ticket List
The admin ticket list displays all tickets with the following columns:
| Column | Description |
|---|---|
| Subject | Ticket title (click to open) |
| Tenant | The tenant who submitted the ticket |
| Status | Current state: open, in_progress, resolved, or closed |
| Priority | Severity level: low, medium, high, or critical |
| Last Reply | Date and time of the most recent reply |
Tickets are sorted by priority by default to support efficient triage.
Filtering
Filter the ticket list using the following criteria:
| Filter | Options |
|---|---|
| Status | open, in_progress, resolved, closed |
| Priority | low, medium, high, critical |
| Tenant | Select a specific tenant |
Ticket Management
Administrators can perform the following actions on each ticket:
| Action | Description |
|---|---|
| Assign | Assign the ticket to a specific admin user |
| Change Status | Transition the ticket through the workflow: open > in_progress > resolved > closed |
| Reply | Send a response to the tenant from the panneau d'administration |
Email Notifications
When an admin replies to a ticket, the tenant receives an email notification with the reply content. This keeps tenants informed without requiring them to check the dashboard.
Priority-Based Triage
Tickets are sorted by priority to ensure critical issues are addressed first. The recommended triage workflow is:
- Review
criticalandhighpriority tickets first - Assign tickets to the appropriate admin
- Update status to
in_progresswhen work begins - Reply with resolution details and set status to
resolved - Close the ticket after tenant confirmation