104 lines
2.3 KiB
Markdown
104 lines
2.3 KiB
Markdown
<div v-pre>
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# Ticket Management
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View and handle user-submitted tickets with reply and close functions.
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## Table Column Description
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### Title
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Ticket title.
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### User
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User who submitted the ticket.
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### Status
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Current ticket status (with color indicator):
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- **Pending Follow-up** (Red) - Newly submitted, awaiting admin
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- **Pending Reply** (Yellow) - Admin replied, awaiting user
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- **Resolved** (Green) - Issue resolved
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- **Closed** (Gray) - Ticket closed
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### Updated At
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Last update time.
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## Table Operations
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### Reply
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Opens ticket conversation drawer:
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- View complete ticket conversation
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- Input reply content
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- After sending, status changes to "Pending Reply"
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### Close
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Closes ticket (requires confirmation):
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- Status becomes "Closed"
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- Cannot operate after closure
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- User can still view
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### Check
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View closed ticket conversation (read-only).
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## Ticket Conversation
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After opening ticket, shows conversation interface:
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**Conversation Messages**:
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- Ticket description (user's first message)
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- All follow-up records
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- Shows timestamps
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- Distinguishes user/admin messages
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**Reply Ticket**:
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1. Input reply in bottom text box
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2. Click send button
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3. Message displays immediately
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4. Status auto-updates to "Pending Reply"
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**Auto Refresh**:
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- Auto-refreshes every 5 seconds
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- Gets latest messages
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## Filter Functions
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### Status Filter
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Select "Closed" to view closed tickets.
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## Usage Scenarios
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### Scenario 1: Handle New Ticket
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1. View "Pending Follow-up" tickets
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2. Click "Reply" button
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3. Read user's question
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4. Input solution
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5. Send reply
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6. User receives notification
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### Scenario 2: Close After Resolution
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1. Open ticket conversation
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2. Confirm issue resolved
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3. Click "Close" button
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4. Confirm close operation
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5. Ticket marked as closed
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### Scenario 3: Multiple Rounds of Conversation
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1. Open ticket
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2. View conversation history
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3. Reply with new message
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4. Continue following up until resolved
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## Important Notes
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1. **Timely Reply**: Pending tickets should be handled promptly
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2. **Conversation Records**: All messages permanently saved
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3. **Auto Refresh**: Conversation auto-updates every 5 seconds
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4. **Close Restriction**: Cannot reply after closure
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5. **Status Change**: Auto-changes to "Pending Reply" after replying
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6. **User Notification**: User receives notification after reply
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7. **View Closed**: Closed tickets viewable but not replyable
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</div>
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