STRUCTURED TICKET MANAGEMENT
Ticketing
Ticketix turns each customer request into a numbered ticket with a subject, customer, product, category, priority, status and assigned agent. Agents reply in a threaded conversation with canned replies, attachments and internal notes, and connected mailboxes create and update tickets over IMAP, a webhook or an email pipe.
Ticket Creation
Start every request with the same complete record.
Ticketix creates a ticket from a signed-in customer in the portal, from the public guest form, from an agent entry or from an incoming email. Each ticket carries a ticket number, subject, first message, product, priority and customer information.
Ticket creation. Customers open a ticket from the portal or the guest form; agents create tickets on a customer's behalf from the New Ticket screen.
Subjects and first messages. The first message and its subject stay on the ticket as the original statement of the problem.
Customer information. The requester and the customer account are attached to the ticket, so replies and history stay linked to the right person; additional contacts of the same customer are recognized on email replies.
Ticket numbers. Every ticket receives a number that appears in the portal, in email subjects and in administration, and a private link that opens the ticket without an account.
Form fields. Product, category and department forms can add their own fields to the ticket; see Forms & Custom Fields.
Tickets created from email depend on a configured mailbox; see Email to Ticket. Guest tickets wait for email verification; see Guest Tickets & Tracking.
Ticket Organization
Place each ticket in the right queue with the right owner.
Status, priority, product, category and tags describe where a ticket stands, and the assigned agent owns it. The ticket list filters, saves views and applies bulk actions, and every action checks whether the user may open the ticket.
| Control | What it does |
|---|---|
| Statuses | Open, Answered, Pending, Waiting on Customer, Waiting on Third Party, On Hold, Reopened, Manual Review, Pending Verification, Spam and Closed. |
| Priorities | Low, Normal, High and Critical. |
| Products and categories | Group tickets by the product concerned and by request type. |
| Tags | Free tags for filtering, automation and reporting. |
| Assignment | One assigned agent plus additional agents who work on the ticket. |
| Ticket views | My Tickets, Unassigned, Waiting Customer, Urgent and Closed, plus views you save from the current filters. |
| Bulk actions | Change status or priority, assign, add a tag or close several tickets at once. |
| Access rules | Administrators see every ticket; an agent opens tickets assigned to them, shared with them or sent to them for review. |
Departments and teams come from mailbox routing and team settings and are used by SLA policies, automation and reporting; see Teams & Assignment.
Lifecycle & History
Follow a ticket from first contact to closure without losing a step.
A Ticketix ticket keeps its conversation, internal notes and activity timeline together. Agents see what was said, what changed and who changed it, in one view.
Conversation history. Customer messages and agent replies stay on the ticket in order.
Activity timeline. Status, priority, assignment, tag, automation, SLA and AI events are recorded with the person or rule that caused them.
Status changes with a reason. Agents move tickets between statuses and can record why; spam and verification states are reserved for administrators.
Closing and reopening. Closed tickets keep their record; a customer reply to a closed ticket reopens it. Tickets left in Pending or Answered without a customer reply close automatically after a set number of days (7 by default).
Safe concurrent editing. If another agent changed the ticket in the meantime, Ticketix asks for a refresh instead of overwriting the change.
Replies & Canned Responses
Answer in a threaded conversation with reusable text.
Customers and agents reply inside the same ticket thread. The rich-text editor supports formatted content, and canned replies insert approved text for recurring questions.
Customer and agent replies. Both sides post to one conversation; the customer uses the portal, the ticket link or email, the agent uses the ticket screen.
Rich-text editor. Agents write replies with formatting; customer content passes HTML cleaning before it is shown.
Canned replies. A shared library of titled, categorized answers that agents insert into the reply.
Reply language and signature. Agents can choose the language of the outgoing reply, and each agent can keep a personal signature.
Conversation continuity. A reply keeps the same ticket context whether it arrives through the portal, the ticket link or email.
Administrators manage canned replies under Settings; in Ticketix 2.0.1, agents also add, edit and delete them from Canned Replies in their menu. See Administrative Workspace. AI can draft a reply for the agent to review; see Response Suggestions.
Attachments
Attach files to tickets and replies with checks on what is accepted.
Customers and agents add files to a ticket, a reply or an internal note. Ticketix checks the real file type and size before the file is stored.
- Several files per upload, up to 10 MB each.
- Accepted types: JPEG, PNG, WebP, PDF, ZIP, plain text, Word (DOC, DOCX) and Excel (XLS, XLSX).
- In-page preview for JPEG, PNG, PDF and plain-text files.
- Downloads only for people who can open the ticket.
Attachments processed from email follow the same rules. The web server's own upload limit can be lower than 10 MB and then applies first.
Conversation Updates & Notifications
Keep the thread current while agents and customers are both online.
The agent ticket screen loads new messages, notes and events into the page without a full reload. Replies and notes are sent in the background, and drafts are kept while the agent types.
Partial conversation refresh. New messages are added to the thread without reloading the page.
Check inbound now. A button fetches new mail for the ticket on demand.
Automatic refresh interval. The administrator sets the interval in seconds (up to 900), or 0 to turn automatic checks off.
In-app notifications. Agents get a notification bell for assignments, mentions, follower updates and SLA alerts.
Email notifications. Customers receive emails when a ticket is created, when an agent replies and when a rating is requested; agents receive an email when a ticket is assigned to them. Every message uses an editable template.
Email delivery uses the SMTP connection described below; see Email to Ticket.
Collaboration & Handoff
Work on a ticket together without losing who owns it.
Internal notes, followers and handoffs let several agents share a ticket while one agent stays responsible. Related tickets are linked instead of copied.
Internal notes and mentions. Notes stay hidden from the customer; mentioning a colleague in a note sends them a notification.
Additional agents and followers. Extra agents can work on the ticket, and followers are notified of changes.
Handoff with a summary. Hand the ticket to another agent with a written summary, recorded on the timeline.
Related, duplicate and merged tickets. Link related tickets, mark a duplicate, or, as an administrator, merge a ticket into another without deleting its conversation.
Supervisor review. Ask a reviewer to approve or reject a step; the reviewer gets access to that ticket.
Editing notice and saved drafts. Agents see when a colleague is editing the same ticket, and reply drafts are saved automatically.
Email to Ticket
Run two-way email support through your own mailboxes.
Ticketix reads incoming mail and sends replies from your own addresses. New messages become tickets, replies to existing tickets are matched to their thread, and attachments are processed into the ticket.
| Capability | Behavior |
|---|---|
| Inbound modes | IMAP (recommended), a webhook or an email pipe protected by a shared secret. |
| Several mailboxes | Each mailbox has its own IMAP settings, recipient aliases and routing to a department, language, product, category and default agent. |
| SMTP sending | Agent replies and notifications go out over SMTP with TLS options and an optional archived copy. |
| Sender identities | From address, name, reply-to and signature per mailbox or department. |
| New-ticket creation | A message without a known ticket reference opens a new ticket. |
| Reply matching | The ticket number in the subject, the mail reference and the message headers link a reply to its ticket. |
| Sender recognition | The ticket owner and known contacts of the same customer are recognized. |
| Auto-reply and duplicate protection | Automatic replies are recognized, and the same message is not imported twice. |
| Body preparation | HTML and plain-text bodies are cleaned for display; text without a declared character set keeps Turkish letters. |
| Templates | Email templates that administrators edit, with language and mailbox or department variants, version history and a test send. |
Email operation depends on the configured mailbox, the IMAP and SMTP services, the hosting environment, the scheduled task, provider rules, message format and attachment restrictions.
Mailbox Processing & Diagnostics
See whether mail is being fetched and why a fetch failed.
The scheduled task fetches mail from every active mailbox and sends queued mail, and an administrator can start each step by hand. Ticketix shows mailbox health, the mail queue and delivery problems.
Manual processing. Check all mailboxes, fetch now, run inbound ingest or outbound dispatch from the Mail and Tools screens, which open only for administrators.
Scheduled processing. scripts/cron.php fetches, ingests and dispatches mail in batches on every run.
Mail queue and background jobs. Inbound and outbound records with status, a dead-letter list of failed jobs and a safe retry.
Delivery events and suppressions. Delivery problems are recorded, and an address can be suppressed so no more mail is sent to it.
Connection checks and logs. SMTP and IMAP checks, a verification email and a log viewer help find credential, provider or scheduler problems.
Scheduled processing requires a working scheduled task on the host; see Self-Hosted Operations.
A Practical Ticketing Workflow
- Connect one support mailbox over IMAP and SMTP and run a manual fetch to confirm the connection.
- Add products and categories that match how customers describe their requests.
- Open a test ticket from the portal and another by email, then check both ticket numbers.
- Reply with a canned response, attach a file, add an internal note and confirm the customer email.
- Save a ticket view for your team and move the ticket through Pending and Closed while you review the timeline.
Questions About Ticketing
Does an email reply land on the right ticket?
Yes, when the message carries the ticket number in the subject, the mail reference or reply headers of an earlier message. Messages without a match open a new ticket.
Can customers see internal notes?
No. Internal notes, the activity timeline and agent controls appear only on the agent ticket screen; customers see the public conversation and status.
What happens if the mailbox cannot be reached?
The fetch error is recorded, and the Mail and Tools screens show mailbox health, queue status and logs. Connection checks help identify whether the problem is credentials, the provider or the scheduled task.
Can two agents work on the same ticket?
Yes. Add them as additional agents or followers, mention them in a note or hand the ticket over; Ticketix warns when someone else is editing the same ticket.
Continue Your Ticketix Workflow
Reviewed against Ticketix 2.0.1 source code · Last updated 29 October 2026