The Support Center ticket workspace lets authorized staff find requests, open an individual ticket, review customer and ticket details, and update fields permitted by their role.
Open the ticket workspace
- Enable the Support Center in Click to Chat → Settings → 1. General if it is not already enabled.
- Open Support Center → Tickets in WordPress admin.
- Use the ticket list and available filters to find the request.
- Select a ticket to open its detail workspace.
Review and update ticket details
The selected ticket workspace includes the conversation area and a details sidebar. Depending on permissions, staff can review the customer context, change the ticket status or priority, assign an agent, and use other available ticket actions.
- Confirm the ticket subject and reference before making changes.
- Review the current status, priority, and assignment in the details sidebar.
- Change only the fields needed for the current request. Status changes are sent to the server and the ticket list is refreshed after a successful response.
- Open the conversation area to review previous messages before replying.
- Confirm the updated values are still present after the ticket refreshes.
Keep customer replies separate from internal notes
The ticket workspace provides separate actions for sending a customer-facing reply and adding an internal staff note. Use the reply action for information the customer should receive; use an internal note for staff context. See Reply to Support Tickets and Review Ticket Conversations.
When an action is unavailable
- Support Center menu visibility and available operations depend on the staff member’s assigned permissions.
- If you cannot change a field or perform an action, ask a site administrator to review Support Center permissions.
- For the exact status choices, see Configure Ticket Status Workflows.