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hi-frontend/docs/admin/users/ticket.md
web@ppanel 99e7f6062d 📝 docs: Add documentation
2025-12-11 03:29:07 +00:00

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Ticket Management

View and handle user-submitted tickets with reply and close functions.

Table Column Description

Title

Ticket title.

User

User who submitted the ticket.

Status

Current ticket status (with color indicator):

  • Pending Follow-up (Red) - Newly submitted, awaiting admin
  • Pending Reply (Yellow) - Admin replied, awaiting user
  • Resolved (Green) - Issue resolved
  • Closed (Gray) - Ticket closed

Updated At

Last update time.

Table Operations

Reply

Opens ticket conversation drawer:

  • View complete ticket conversation
  • Input reply content
  • After sending, status changes to "Pending Reply"

Close

Closes ticket (requires confirmation):

  • Status becomes "Closed"
  • Cannot operate after closure
  • User can still view

Check

View closed ticket conversation (read-only).

Ticket Conversation

After opening ticket, shows conversation interface:

Conversation Messages:

  • Ticket description (user's first message)
  • All follow-up records
  • Shows timestamps
  • Distinguishes user/admin messages

Reply Ticket:

  1. Input reply in bottom text box
  2. Click send button
  3. Message displays immediately
  4. Status auto-updates to "Pending Reply"

Auto Refresh:

  • Auto-refreshes every 5 seconds
  • Gets latest messages

Filter Functions

Status Filter

Select "Closed" to view closed tickets.

Usage Scenarios

Scenario 1: Handle New Ticket

  1. View "Pending Follow-up" tickets
  2. Click "Reply" button
  3. Read user's question
  4. Input solution
  5. Send reply
  6. User receives notification

Scenario 2: Close After Resolution

  1. Open ticket conversation
  2. Confirm issue resolved
  3. Click "Close" button
  4. Confirm close operation
  5. Ticket marked as closed

Scenario 3: Multiple Rounds of Conversation

  1. Open ticket
  2. View conversation history
  3. Reply with new message
  4. Continue following up until resolved

Important Notes

  1. Timely Reply: Pending tickets should be handled promptly
  2. Conversation Records: All messages permanently saved
  3. Auto Refresh: Conversation auto-updates every 5 seconds
  4. Close Restriction: Cannot reply after closure
  5. Status Change: Auto-changes to "Pending Reply" after replying
  6. User Notification: User receives notification after reply
  7. View Closed: Closed tickets viewable but not replyable