Support Ticket System

Pro Feature — The support ticket system is available in the Pro and Agency tiers.

Unfold CMS includes a built-in support ticket system that allows users to submit support requests and communicate with your team through a threaded conversation interface.

Overview

The ticket system provides:

  • User ticket submission — Users create tickets from their dashboard
  • Admin management — Staff view, reply to, and manage tickets
  • Status workflow — Tickets progress through defined states
  • Priority levels — Categorize tickets by urgency
  • File attachments — Attach files to tickets and replies
  • Read/unread tracking — Know when new replies arrive
  • Email notifications — Notify staff and users of updates

Configuration

Configure the ticket system in Settings > Support Tickets in the admin panel.

Ticket Lifecycle

Status Workflow

Tickets follow this state progression:

Open → In Progress → Resolved → Closed
                 ↑                  |
                 └──── Reopen ──────┘
Status Description
Open New ticket, awaiting staff response
In Progress Staff is working on it
Resolved Solution provided, awaiting confirmation
Closed Ticket is complete

Status Transitions

Action From To
Staff replies Open In Progress
Staff marks resolved In Progress Resolved
Staff closes Any Closed
User reopens Closed Open
Auto-close Resolved (after N days) Closed

User Experience

Creating a Ticket

Users create tickets from their support dashboard:

Field Required Description
Subject Yes Brief description of the issue
Description Yes Detailed explanation
Priority Yes Low, Medium, High, or Urgent
Attachments No Supporting files (screenshots, documents)

Viewing Tickets

Users see a list of their tickets with:

  • Subject and status
  • Priority indicator
  • Last reply date
  • Unread reply indicator

Replying

Users can reply to open tickets, adding text and optional attachments. Each reply is threaded in chronological order.

Admin Panel

Ticket Management

Navigate to Support > Tickets in the admin panel.

The ticket list shows:

  • Ticket subject and ID
  • User who submitted it
  • Current status and priority
  • Last activity date
  • Unread indicator

Filters

Filter tickets by:

Filter Options
Status Open, In Progress, Resolved, Closed
Priority Low, Medium, High, Urgent
Needs Attention Tickets awaiting staff response

Replying as Staff

Admin replies are visually distinguished from user replies. When staff replies:

  • The ticket status automatically moves to "In Progress" (if it was Open)
  • The user is notified via email (if notifications are enabled)
  • The reply is marked as a staff reply

Quick Actions

Action Description
Mark In Progress Move ticket to working state
Mark Resolved Indicate the issue is solved
Close Close the ticket
Reopen Reopen a closed ticket

Read/Unread Tracking

The system tracks read status separately for staff and users:

  • Staff side — Tickets show as unread when users add new replies
  • User side — Tickets show as unread when staff replies

This ensures both sides know when there are new messages to read.

File Attachments

Upload Limits

Files are validated against the configured limits:

  • Maximum number of attachments per message
  • Maximum file size per attachment
  • Allowed file extensions only

Supported File Types

Default allowed extensions: jpg, jpeg, png, webp, gif, pdf, txt, doc, docx

Email Notifications

When enabled, the ticket system sends notifications for ticket creation, staff replies, and status changes. Toggle these events in Settings > Notifications in the admin panel.

Auto-Close

Resolved tickets can be automatically closed after a configurable number of days. This prevents resolved tickets from staying open indefinitely. Set auto-close days to 0 to disable this behavior. Configure in Settings > Support Tickets.

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