Magento Support Ticketing System

The Support Ticket System extension for Magento offers a clear and organized way to handle customer queries. The admin and registered customers create support tickets directly from their panels using a simple form. Each ticket includes a subject, message, type, priority, and attachments.

The admin manage tickets from a central dashboard. They assign tickets to agents, set priorities, change statuses, and organize tickets by type and store view. Internal notes support private communication between admins and agents without showing messages to customers. The system also supports starred tickets, filters, trash, and restore options for better control.

Customers access the support ticket section from their account area on the storefront. All tickets stay in one place with full details such as status, replies, assigned agent, and priority. Customers reply to messages, attach files, and track updates easily. Email notifications keep customers, admins, and agents informed at every stage, creating a smooth support experience for all users.

Features 

• Easy Ticket Creation: Admins and customers create tickets using a simple form with subject, message, type, store view, and attachments.
• Magento Scope-Based Settings: Apply ticket settings at Default, Website, Store, or Store View level for flexible support management.
• Support Admin Usergroup Setup: Select a specific admin user role to manage support tickets. Only users under this role act as agents.
• Agent Assignment and Reassignment: Admins assign or change agents directly from the ticket view for faster handling.
• Support Ticket Dashboard: View all tickets in one place with options to filter, star, delete, restore, and customize columns.
• Advanced Ticket Filters: Filter tickets by status, agent, store view, subject, customer, and more for quick access.
• Ticket Types Management: Create and manage ticket types like Order Issues, Shipping, or Refunds. Default types stay protected.
• Priority and Status Control: Admins and agents update ticket priority, status, and type directly from the chat screen.
• Internal Notes for Private Discussion: Admins and agents exchange private messages using internal notes. Customers do not see these messages.
• Attachments Support: Admins, agents, and customers attach multiple files while creating or replying to tickets.
• Star, Trash, and Restore Options: Mark important tickets as starred. Move tickets to trash and restore them anytime.
• Collaborators via CC Email: Admins, agents, and customers add CC emails to include others in the conversation.
• Agent Panel Access: Assigned agents view and reply to tickets from their own admin panel.
• Customer Storefront Ticket Panel: Customers create, view, and reply to tickets from their account section across different stores.
• Email Templates and Notifications: Use ready-made email templates for ticket creation, replies, assignments, and updates. Admins, agents, and customers receive email alerts for every key ticket action.

Overview of the Module

Go to the Stores menu and select the Configuration option to access the Module core settings.

• Magento uses scopes to control where settings apply. Default Configuration applies to all websites and stores. Website, Store, and Store View apply to specific sites or languages. In this, Default Configuration is selected.
• Now you need to select the Ticketing System option and open “Ticketing”. Here, the “General Settings” page shows two main settings: Support Admin Usergroup and Support Admin Email ID.
• Support Admin Usergroup: Use the down arrow to select the support admin user group/role responsible for managing support tickets.
• Support Admin Email ID: In the field, enter the support admin email ID that will be used to receive and send ticket-related emails to customers.
• The Email Templates section helps you choose ready-made formats for automatic emails. These emails go to customers, admins, and agents. They send during key ticket events, such as ticket creation, agent assignment, or a new reply.

• In the "Stores" menu, you can access "Support Tickets" and "Types" options.

Support Tickets Overview

The Manage Support Tickets page provides options to filter, view, and manage tickets easily. It supports quick ticket creation, column customization, agent assignment, and ticket deletion, all in a few simple steps. The following section explains each feature in detail.

Use the Filter option to search tickets based on details like status, agent, store view, subject, customer, and more. Simply choose the option from some available fields or enter the required information, then click “Apply Filter” to view the results.

• Ticket Statuses: The statuses dropdown shows Open, Pending, Answered, and other ticket statuses. Tickets move to these status tabs during conversations, either automatically or when updated by the admin or agents. Also, the admin and agent can delete any ticket and recover it from the trash at any time.
• Starred: Use the Starred setting to mark important tickets as Starred or remove them from the Starred list as needed.
• Store View: Helps to find tickets based on their store. 
• Use the Columns setting to show or hide specific columns. Just uncheck a box to hide a column from the table.
• To remove a ticket, use the Actions dropdown and choose “Delete”.

Below, you will see list of created tickets. Click “View” to check the ticket details and start a conversation, or select any ticket to manage Starred settings. Use “Create Support Ticket” to make the new ticket.

Manage Ticket Type

The Ticket Types option opens the Manage Ticket Types page. These Ticket types organize customer questions by topics like Order Shipping and Tracking, Returns and Refunds, and more. This helps to sort, manage, and reply to each question asked through the ticket easily. 

The page below shows some default ticket types and gives you the option to create new ones. While default types can be edited, but cannot be deleted.

• Edit ticket types: To edit a default or created ticket type, simply tap on it, make your changes, and hit the Save button. 
• Add New Ticket Type: To create a new type, use Add New Ticket Type button, enter the name, set the status, and press Save Ticket Type to add it.

Admin Creating New Ticket 

The admin can create new tickets on behalf of customers. To do this, click the (+ Create Support Ticket) button on the Manage Support Tickets page. 

Create New Ticket Process 

Open the ticket creation form by using the “Create Support Ticket” button and fill-in the necessary details by following the steps below: 

• Store view ➡️Select the Storeview for the ticket. 
• User ➡️ Click the dropdown to choose a user/customer for the ticket, select one from the list.
• Subject ➡️ Enter the ticket subject.
• Ticket Type ➡️ Pick a ticket type from the dropdown. 
• Message ➡️ Write the message in the main field.
• Attachments ➡️ And attach multiple files if required. 

At the end, press the “Save Support Ticket”.

Support Tickets Dashboard and Controls

• You can find both recent and past created tickets in the Manage Support Tickets page. 
• Using the filter feature, the newly created support ticket is shown.

Create a User Role for Managing Support Tickets

To manage support tickets, the admin must create a user role. Follow these steps:

➡️Go to the System menu and select User Roles.

➡️Click on Add New Role in the top corner.

➡️In the Role Info tab, enter the name of the role.

➡️Switch to the Role Resources tab and in the Reports section, enable both Support Tickets options (Support Tickets and Ticket Type) to ensure the support ticket system functions properly for this role.

➡️Finally, click Save Role to complete the setup.

• The newly created role is now listed on this page.

• The Support Admin Usergroup must be selected in the store’s configuration settings from the available user groups/roles to manage support tickets.
• When the setting applies to a specific store view, you can assign different support admin user groups to different stores. Admin users under the selected user role are then available for agent assignment.

User Administrators Accounts 

You need to create or use existing user administrator accounts present in All Users that will function as agents once the main admin assigns them to a specific ticket. However, they will only act as agents if a key condition is met within each account. Let’s explore what that condition is, along with the complete steps to create a user administrator account.

• Go to the “System” menu and open the “All Users” section to view the list of admin user accounts.

• These admin user accounts will act as agents once the selected “Support Admin User Group” is chosen for them. To proceed, let's access one existing administrator account by selecting it.

• On this User Account Information page, all required fields, including the password, must be filled in correctly. 

• Now, Switch to >> User Role 
• Here, the admin must select the same user group/role set in the “Support Admin Usergroup” setting to allow this admin user to work as an agent.

• This is the agent panel with no support ticket assigned yet. It was accessed through an admin user account for which the Support Admin Usergroup role has been selected.

Note: If the “Support Admin Usergroup” is not selected in the admin user account profile, they will work as a regular admin. Once the admin selects it from the user role, the admin user will start working as a support agent.

How Customers Create Tickets from the Storefront

• After the customer registers successfully, the customer can switch between stores and create support tickets for each store.
• In profile, click on support tickets. 

• Created tickets are listed with information such as status, agent, replies, and more. To view a ticket, use its Ticket-ID. To add a new one, click on “Create Support Ticket.”

• The “Create support ticket” page allows the customer to select a ticket type, enter a subject and message, and attach a file if needed. Then, press the Create Support Ticket button. 

• The ticket page opens with the customer’s message and a text box to type their next message. They will also be able to reply to messages if an agent or admin sends one. 

• The customer can also view ticket details like the number of replies, assigned agent, status, ticket type, and collaborators. These settings update when the admin/agent makes changes.

• In the admin panel, open the Manage Support Tickets page. Select the recently created ticket to edit the starred option if needed. 
• In this case, the admin filtered the newly created ticket. Click on “View” to open the ticket and assign an agent.

• The admin uses the Agent option to assign or change the agent for the ticket. 
• Here, “Junior Admin” is selected as an agent and admin replied to customer.
• The admin also changed the ticket priority and used the Internal note feature for a private chat with the agent. Internal notes are only for internal discussions and are not visible to the customer. 
• Yellow-highlighted messages appear when the admin assigns, changes, or removes an agent; when internal notes are used for private chats by the admin or agent; or when the ticket’s priority, status, or type is updated. 
• Press # to copy the chat link and open that chat instantly and use delete icon to remove the chat 

In the Admin, Agent, and Customer panels, the Support Ticket chats page allows the following actions:

• Only in Admin Panel: The admin can reassign the ticket to another agent.
• Admin and Agent Panels: Both can change the ticket’s priority, status, and type in their chats page.
• Admin, Agent, and Customer Panels: All three can add CC emails to include others in the conversation for better support.

Assigned Ticket in Agent Panel

The ticket is visible in the panel of the assigned agent. They can click on the Ticket ID or Replies to view the messages.

• Below you can see the customer’s ticket priority is set to High and the chat flow between the customer, admin, and agent.

Email Notification

The admin, agent, and customer get email notifications for some ticket-related updates. For example, the admin is notified when a ticket is created, the customer gets an email when the agent replies, and more notifications are sent in similar cases.

These are email notifications of different cases: 

• Customer received mail when agent replied

• Agent received mail when customer replied

✅ Final Thought 

The Support Ticket System extension for Magento keeps customer support simple and well-organized. It brings admins, agents, and customers onto one clear platform with role-based access, store-wise settings, and ready email templates. Tickets stay easy to track with filters, priorities, internal notes, and agent assignment. Customers get quick updates through emails and a clean storefront panel. This setup improves response time, reduces confusion, and helps teams manage support smoothly across multiple stores.