Support Tickets
Conversations with your clients: what they write from the account page, the app, the TV and set-top box apps, the web form and your Telegram support group, and the conversations you start yourself. Since 2.9.324 it is an inbox: folders with counts on the left, the conversations in the middle, the open conversation on the right (on a phone one at a time, with Back). Every conversation has ONE status: "Needs your reply" or "Waiting for the client" while it is open, "Resolved", "Ignored" or "Good feedback" when it is closed. Two tabs: Inbox and Reply templates. The automatic reports (playback errors, app errors, TV start-up, remote key tests) are in Feedback Inbox.
On this page
Work the queue
Support Tickets opens on Conversations → "Needs reply": every open conversation where the client spoke last (or nobody has answered yet), newest activity first. The line under the title says how many need a reply, how many wait for the client and how long the oldest has waited. A row shows the client, where it came from (App, Account, Web form, Telegram, Started by you…), the time (amber, as "6 days", once it has waited more than two days), the subject and the last message ("You: …" when you wrote last). "Waiting for the client" lists the open ones where you spoke last, "Resolved" the resolved ones; Group feedback → "New feedback" holds the open reports from your Telegram / Viber support group and "Good feedback" the ones filed there; Archive → "Ignored" and "Everything". The search finds words in the messages and your notes, the sender, the client's name, username or email, or a #number; "From", "Package" and "Assigned" (with more than one admin account) narrow the list; the order is "Newest activity" or "Longest waiting". "Load 50 more" brings the next ones.
Read and answer a conversation
Pick a row (click it, or ↑ ↓ and Enter). On the right: the subject, the status and Resolve / Reopen with ⋯ stay at the top; under them the client card (name, username, package and until when it is active, where it was sent from, "Open client" for the client's panel on the Clients page), the AI summary when there is one, and the conversation — the client's messages on the left, yours on the right, private notes in amber across the whole width, a day line before each new day. A screenshot is a "Screenshot" button under the first message and opens in the page. Write in the box at the foot and press "Send reply" (or Ctrl+Enter). The line above the box says who will read it: the client in their account and in the app (Support), the Telegram chat it came from — or, for a web form without an account, that they will NOT see a reply here, with the contact to use instead. Tick "Resolve after sending" to close it with the same click (the choice is remembered in this browser). A reply makes the status "Waiting for the client"; if sending fails your text stays in the box.
Write a private note
Switch the box to "Private note" and press "Add note": the note goes into the conversation in amber, with your name and the time. Only staff see notes — they are never shown to the client and never sent to Telegram. What was in the old single "Admin notes" box (before 2.9.324) is shown once at the top as "Earlier notes".
Use a template or the AI draft
"Insert a template…" puts a reply template where the cursor is; {name} in it becomes the client's first name. Manage them in the Reply templates tab: "New template" (a title only you see, and the text), "Edit", and Delete in ⋯ (asked in the page). "Draft with AI" (Business tier) puts the AI's suggested reply into the box — it asks the AI first when there is none yet — and says "Drafted by AI · check it before sending"; nothing goes out until you press "Send reply".
Status, assignment and the rest
"Resolve" closes an open conversation, "Reopen" opens a closed one again. ⋯ has "Assign…" (one of the admin accounts, or nobody — shown as "Assigned to …" under the subject), "Mark as good feedback" (on a Telegram conversation "Thank on Telegram and mark as good feedback", which sends the bilingual thank-you), "Ignore", "Resolve" (when it was closed another way), "Analyse with AI" / "Run the AI again" (Business tier) and, last and red, "Delete…" (asked in the page). A client's reply to a Resolved, Ignored or Good feedback conversation opens it again, so it comes back under "Needs reply".
Change several at once
Press "Select" above the list: every row gets a checkbox and there is "Select all … shown"; the bar offers Resolve, Ignore and "Delete…" (asked first). "Done" goes back to the list.
Start a conversation with a client
"New conversation" (top right): find the client by name, username, email or #number (every client, not only the first 500) and pick one, write a subject and the message, and leave "Also email the client" on to send them a short note to open their account (the conversation itself stays in the account, the app and here). "Start conversation" opens it under "Waiting for the client", marked "Started by you".
Watch out
- Opening Support Tickets marks every new client reply as seen and clears the sidebar badge; the "Needs reply" folder is the queue that stays until you answer.
- Resolve, Ignore and the thank-you on a Telegram conversation also send the reporter a canned bilingual Telegram message; a Resolve includes the text of the earlier (pre-2.9.324) notes in it, as before. Private notes are never sent anywhere.
- A reply the AI sent by itself to a client in Telegram (the AI settings' automatic sending) appears in the conversation as "The AI, sent by itself", right after the message it answered.
- Delete removes the conversation with its messages, notes and screenshot for good; Resolve and Ignore are undone with Reopen.
- The inbox refreshes itself every minute and when a new message arrives, keeping what you are typing, the open conversation and your place in the list. Picking another conversation, leaving the page or the phone's Back with an unsent reply asks first (Keep editing / Discard).
- Only the admin role opens the inbox: a staff login sees "Only an administrator can open the support inbox".