> ## Documentation Index
> Fetch the complete documentation index at: https://docs.areawp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Built-in support ticket system — clients submit tickets, admins manage them with status, priority, assignment, and internal notes.

<Info>
  **Path:** Support (`/support`)

  The support center must be enabled in **Settings → General → Support Center**. Both clients and admins use the same page, with different views based on role.
</Info>

## Status Counts Bar

Below the page header, clickable badge counters filter the ticket list:

| Badge            | Count                               |
| ---------------- | ----------------------------------- |
| **Open**         | New tickets awaiting first response |
| **In Progress**  | Tickets being actively worked on    |
| **Waiting User** | Awaiting client reply               |
| **Resolved**     | Marked as resolved                  |
| **Closed**       | Fully closed tickets                |

Click any badge to filter the list to that status.

***

## Ticket List

Search and filter controls:

* **Search** — by subject or ticket number
* **Priority** — Low / Normal / High / Urgent
* **Category** — Billing / Technical / Account / General

**Ticket cards show:**

| Field              | Description                               |
| ------------------ | ----------------------------------------- |
| **Ticket Number**  | Unique identifier                         |
| **Priority Badge** | Color-coded urgency level                 |
| **Subject**        | Ticket title                              |
| **Category**       | Issue category                            |
| **Related App**    | Site or app this ticket is about (if set) |
| **User**           | Submitting client (admin view)            |
| **Date**           | Submission timestamp                      |
| **Status**         | Current state badge                       |

***

## Creating a Ticket

Click **Create Ticket** to open the creation form:

| Field           | Description                             |
| --------------- | --------------------------------------- |
| **Subject**     | Brief description                       |
| **Category**    | Billing / Technical / Account / General |
| **Priority**    | Low / Normal / High / Urgent            |
| **Description** | Full details of the issue               |
| **Attachments** | Screenshots, logs, or other files       |

Click **Submit** — you receive an email confirmation with the ticket number.

***

## Ticket Detail View

Click any ticket to open the full conversation thread.

### For Clients

* Read the full conversation
* Add a reply
* Reopen a closed ticket (within 7 days)

### For Admins (additional controls)

* **Assign** — assign the ticket to a support agent
* **Change Status** — Open / In Progress / Waiting User / Resolved / Closed
* **Change Priority** — Low / Normal / High / Urgent
* **Change Category** — update the topic category
* **Internal Note** — add a note visible only to admins (not the client)
* **Close / Reopen** — finalize or re-open the ticket
* **Delete** — permanently remove (confirmation required)

***

## Admin Settings

Click the **Settings** button (admin only) to configure:

* Notification email for new tickets
* Auto-close rules (e.g. close resolved tickets after 7 days)
* Agent assignment defaults

***

## Ticket Statuses

| Status           | Color  | Meaning                             |
| ---------------- | ------ | ----------------------------------- |
| **Open**         | Blue   | Submitted, waiting for support      |
| **In Progress**  | Yellow | Support team is working on it       |
| **Waiting User** | Orange | Support replied, waiting for client |
| **Resolved**     | Green  | Issue resolved                      |
| **Closed**       | Gray   | Fully closed                        |

Closed tickets can be reopened within **7 days** by adding a reply.

<Tip>
  If you use an external helpdesk (Zendesk, Freshdesk, Intercom), set a **Support URL** in **Settings → General**. The Support sidebar link will open your external tool instead of the built-in system.
</Tip>