Support Tickets

Overview

Support Tickets (/super/tickets) tracks platform support requests. Firm admins can also open tickets from Support (/admin/support).

Features

• Stats for urgent, open, in progress, and resolved tickets
• Create tickets linked to a firm (or platform-wide with no firm)
• Priority and category
• Assign staff and update status
• Two-way threaded conversation: the firm and the support team reply back and forth on the ticket, shown as a chat thread on both the Super Admin (/super/tickets/{id}) and firm (/admin/support/{id}) detail pages
• Firm admins can reply on their own tickets and mark them resolved / reopen; a reply on a resolved ticket automatically reopens it and notifies the platform
• In-app bell notifications + transactional emails on create / reply / resolve / assign

Emails

Template key	Audience	When
support_ticket_created	Firm admins / managers	Ticket opened for a firm
support_ticket_created_admin	Super admins	Any new ticket
support_ticket_reply	Firm admins / managers	Support sends a reply
support_ticket_status	Firm admins / managers	Status → resolved or closed
support_ticket_assigned	Assignee	Ticket assigned to a super admin

Edit copy under Super Admin → Email Templates.

Forms

Field	Description
Subject	Short summary
Firm	Related practice (optional)
Priority	Low / medium / high / urgent
Category	Issue type
Message	Details
Assignee	Who owns the ticket

Workflow

1. Firm submits via /admin/support, or Super Admin creates at /super/tickets/create.
2. Super admins get an in-app notification + email; the firm gets a confirmation email.
3. Assign an owner, set priority, move status: open → in progress → resolved.
4. Reply from the ticket page. The firm receives an email + in-app alert linking to /admin/support/{id}, where they can read the thread and reply back. Each side's messages appear in the same conversation until the ticket is resolved.
5. The firm can mark the ticket resolved once they're satisfied, or reopen it. Replying to a resolved ticket also reopens it automatically and alerts the platform team.

Priority Support

Firms on a plan with Priority Support can mark tickets high/urgent; medium tickets are auto-elevated. Those firms show a Priority badge in the Super Admin list.