Tickets
The ticket system provides a built-in support desk where customers can submit requests and your staff can manage them without leaving BadgerPanel.
License Required
The ticket system requires the Ticket System license add-on. Without this license, the support section will not appear for customers or staff.
Enabling Tickets
- Navigate to Admin > Settings > Features.
- Toggle Ticket System to enabled.
- Click Save.
Once enabled, customers see a Support option in their dashboard, and staff see the Support section in the admin sidebar.
Ticket Workflow
Statuses
Each ticket moves through a set of statuses that reflect its current state:
| Status | Description |
|---|---|
| Open | Newly created ticket awaiting initial staff response |
| Awaiting Reply | Staff has responded and is waiting for the customer |
| In Progress | Staff is actively working on the issue |
| On Hold | The ticket is paused, pending external action or information |
| Waiting on Customer | Staff needs additional information from the customer |
| Waiting on Staff | The customer has replied and is waiting for a staff response |
| Resolved | The issue has been addressed and the ticket is considered complete |
| Closed | The ticket is finalized and no further action is expected |
Staff can change a ticket's status at any time. When a customer replies to a ticket, its status automatically changes to Waiting on Staff.
Priority Levels
Each ticket is assigned a priority that determines its urgency:
| Priority | Description |
|---|---|
| Low | Non-urgent requests or general questions |
| Medium | Standard issues that need attention but are not time-sensitive |
| High | Important issues affecting the customer's service |
| Urgent | Critical problems requiring immediate attention |
Customers select a priority when creating a ticket. Staff can adjust the priority as needed. Priority levels are used by the SLA system to set response time targets - see SLA and Automation.
Internal Notes
Staff members can add internal notes to a ticket that are only visible to other staff. Internal notes do not trigger notifications to the customer and do not appear in the customer's ticket view.
Use internal notes to:
- Share context with other staff members
- Document troubleshooting steps taken
- Record decisions or escalation details
- Leave instructions for the next staff member who handles the ticket
To add an internal note, toggle the Internal Note option before submitting your reply.
File Attachments
Both customers and staff can attach files to ticket messages. Attachments are useful for:
- Screenshots of error messages
- Log files
- Configuration files
- Any supporting documentation
Files are stored securely and accessible only to the ticket participants and staff.
WHMCS Ticket Sync
If you use WHMCS alongside BadgerPanel, tickets can be synchronized between the two systems. For setup and configuration details, see WHMCS Integration.
Next Steps
- Categories - organizing tickets by type
- SLA and Automation - response time targets and auto-close