# 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.