Support Tickets

Available for accounts in India.

When your clients raise a support ticket in the app, it comes to you, not to Splashify Pro. You reply, track it to the end and close it.

To open it, click Tickets in the left menu.

The ticket list

Support Tickets page with the Assign new tickets automatically card set to The client's account manager, a search box, a status filter, and a table of tickets with subject, user, category, priority, status, age, assignee and last update — All tickets, newest problems first

Column	Meaning
Subject	The ticket title and its short number
User	The client who raised it
Category	General, Bug, Billing, Account or Feature Request
Priority	Low, Medium, High or Urgent
Status	Where the ticket is (see below)
Age	How long ago it was raised. Amber after 4 hours, red after 24 hours.
Assignee	The team member handling it, or an Assign button
Updated	The last change

Use the search box to find a ticket by subject, client name or email. Use All Statuses to show one status only.

Status	Meaning
Open	New, waiting for your reply
In Progress	You are working on it
Waiting for User	You asked the client something
Resolved	Fixed
Closed	Finished. No more replies.
Reseller Replied	Set for you when you send a reply

Reply to a ticket

Open the ticket
Click the ticket's row. You see the client's message, every reply, and the ticket details on the right.
Screenshots and PDF files the client attached show under the message they came with. Click one to open it in a new tab.
Type your reply
Type in the box at the bottom and click Send (or press Ctrl+Enter). The client is told by email.
The conversation, your reply box and the ticket tools
Change the status
Under Change Status on the right, click the new status, for example Resolved. You can also use the status menu at the top.

Once a ticket is Closed, the reply box goes away.

Keep private notes

Under Internal Note on the right, type anything your team should know and click Save Note. Clients never see it.

Forward a ticket to Splashify Pro

If you cannot solve a problem yourself:

Open the ticket.
Under Escalate, click Forward to Splashify Pro.
Click Forward ticket to confirm.

The ticket gets a Forwarded tag. The Splashify Pro team can then see it, and their replies appear in the conversation marked Platform.

Assign tickets to your team

One ticket: on the list, click Assign in the Assignee column and pick a team member.
New tickets automatically: use Assign new tickets automatically at the top of the list:
- Leave unassigned: nobody is picked.
- The client's account manager: each ticket goes to that client's account manager. In the second menu, pick who gets tickets from clients with no account manager.
- One team member: every new ticket goes to the person you pick.

The rule only affects tickets raised after you change it.

How client tickets work

Your client opens Support in the app and raises a ticket.
The ticket appears here under Tickets.
You reply. The client sees your reply in the app and by email.
When it is fixed, you mark it Resolved or Closed.

The Open Tickets card on your Dashboard counts the tickets still waiting for you.

Who sees which tickets

View Tickets shows a team member the tickets assigned to them. Support Tickets lets them reply and change status. View All Tickets shows every ticket and lets them set the auto-assignment rule. See Team & Permissions.