PeltyCMS User docs/Administrator guide
Support and tickets
| Page | Path | What it is for |
|---|---|---|
| Support tickets | /admin/tickets | Support tickets |
| Live chat | /admin/live-chat | Live chat with visitors |
| Content | /admin/content | Knowledge base and announcements |
| Downloads | /admin/downloads | Downloadable files |
| Email log | /admin/email-log | Every email sent to clients, with content and resend |
| Network status | /admin/network-status | Network status and incidents |
| Support settings | /admin/support-settings | Departments, piping and SLA |
| Calendar | /admin/calendar | Renewals, due dates and events |
| To-do | /admin/todos | Staff to-do list |
| Projects | /admin/projects | Client projects with tasks, time tracking and billing |
| Verification | /admin/kyc | Review customer identity documents (KYC) |
| Getting started | /admin/getting-started | First-run setup checklist |
| My notes | /admin/my-notes | Your private notes |
| Noticeboard | /admin/noticeboard | Notices for all staff |
#Tickets
Clients open tickets from the client area (or by email, see below). Staff work them in Admin → Support → Tickets: reply, add internal notes that clients never see, change status, assign and close. Ticket statuses and departments are configured in Support settings. Clients can rate a closed ticket.
The tickets.escalate task (every 5 minutes) applies the escalation rules. Tickets that wait for a client reply can be closed automatically after the configured time.
#Email piping
The support.pipe task (every 5 minutes) imports mail from the configured mailbox into tickets.
#Knowledge base, announcements and network status
Admin → Support → Content manages knowledge-base articles and announcements (shown at /kb and /announcements). Network status publishes incidents and maintenance at /status and in the client area.
#Live chat
Admin → Support → Live chat answers website visitors and clients in real time.