Support Tickets
#Overview
Support Tickets (/super/tickets) tracks platform support requests. Firm admins can also open tickets from Support (/admin/support).
#Features
- Stats for urgent, open, in progress, and resolved tickets
- Create tickets linked to a firm (or platform-wide with no firm)
- Priority and category
- Assign staff and update status
- Two-way threaded conversation: the firm and the support team reply back and
forth on the ticket, shown as a chat thread on both the Super Admin
(
/super/tickets/{id}) and firm (/admin/support/{id}) detail pages
- Firm admins can reply on their own tickets and mark them resolved / reopen;
a reply on a resolved ticket automatically reopens it and notifies the platform
- In-app bell notifications + transactional emails on create / reply / resolve / assign
#Emails
| Template key |
Audience |
When |
support_ticket_created |
Firm admins / managers |
Ticket opened for a firm |
support_ticket_created_admin |
Super admins |
Any new ticket |
support_ticket_reply |
Firm admins / managers |
Support sends a reply |
support_ticket_status |
Firm admins / managers |
Status → resolved or closed |
support_ticket_assigned |
Assignee |
Ticket assigned to a super admin |
Edit copy under Super Admin → Email Templates.
| Field |
Description |
| Subject |
Short summary |
| Firm |
Related practice (optional) |
| Priority |
Low / medium / high / urgent |
| Category |
Issue type |
| Message |
Details |
| Assignee |
Who owns the ticket |
#Workflow
- Firm submits via
/admin/support, or Super Admin creates at /super/tickets/create.
- Super admins get an in-app notification + email; the firm gets a confirmation email.
- Assign an owner, set priority, move status: open → in progress → resolved.
- Reply from the ticket page. The firm receives an email + in-app alert linking to
/admin/support/{id}, where they can read the thread and reply back. Each side's
messages appear in the same conversation until the ticket is resolved.
- The firm can mark the ticket resolved once they're satisfied, or reopen it.
Replying to a resolved ticket also reopens it automatically and alerts the platform team.
#Priority Support
Firms on a plan with Priority Support can mark tickets high/urgent; medium tickets are auto-elevated. Those firms show a Priority badge in the Super Admin list.