---
title: Setting Up Support Tickets in the Truehost Reseller Panel
description: A support ticket system handles client issues by bringing every enquiry into one organised queue. Each question becomes a ticket that can be sorted by department, given a status, answered, and tracked until it is resolved. With the ticket system…
url: "https://truehost.com/support/knowledge-base/setting-up-support-tickets-in-the-truehost-reseller-panel/"
updated: "2026-11-12"
category: Guides / Truehost Reseller Panel
---

# Setting Up Support Tickets in the Truehost Reseller Panel

A support ticket system handles client issues by bringing every enquiry into one organised queue. Each question becomes a ticket that can be sorted by department, given a status, answered, and tracked until it is resolved.

With the ticket system set up, your clients can:

- Open tickets through the client area.
- Select the support department that fits their question.
- Receive an email notification when your staff responds.
- Continue the conversation through the client area.
- Reply by email, once mail import is configured.

The main benefit for you is visibility. Because tickets are organised by department and status, you can see at a glance what needs attention and what is already handled.

In this guide, you will set up your support departments, configure ticket statuses and automatic closure, and then build the other parts of a working support system.

## **1. Setting Up Support Departments**

A department is a category that clients choose when they open a ticket. Departments matter because they sort enquiries by subject, so your team can see straight away whether a ticket needs technical, billing, or sales help. A customer asking about an overdue invoice should not land in the same pile as someone reporting a website error.

A new panel includes four default departments:

- General
- Technical Support
- Billing
- Sales

### **Where to find them**

Go to **Setup → Ticket Departments**. Select **Edit** next to a department to change its settings.

![](https://truehost.com/support/wp-content/uploads/2026/11/image-10-1024x439.png)

### **Department fields**

| **Field** | **Explanation** |
| --- | --- |
| Department Name | The name clients see when selecting a department while opening a ticket. |
| Email Address | The email address associated with the department for ticket notifications. |
| Description | A short explanation that helps clients choose the correct department. |
| Hidden from client ticket form | Prevents the department from appearing in the customer-facing ticket form. |

### **Example descriptions**

Write descriptions in plain words that match what your customers actually ask about:

| **Department** | **Suggested description** |
| --- | --- |
| Technical Support | Website errors, hosting problems, DNS issues and email configuration. |
| Billing | Invoices, payments, renewals and account credit. |
| Sales | Hosting packages, domain registration and product enquiries. |
| General | Questions that do not fit into another department. |

### **Important: replace the placeholder email addresses**

**Warning:** The default departments come with placeholder email addresses. Edit each department and replace its **Email Address** with a real mailbox that you control, for example support@yourbrand.co.ke.

Do this before you rely on department notifications. Until you do, notifications for that department are sent to an address you do not own, and you may not see new tickets.

### **Add or remove departments**

- To create a new department, select **Add Department**, complete the fields above and save.
- To remove a department you do not need, select **Delete**.

### **Visible and hidden departments**

A visible department appears on the customer ticket form, so clients can choose it. A department with **Hidden from client ticket form** ticked does not appear there, which makes it a staff-only department.

A hidden department is useful for internal work. For example, you could create an "Escalations" department that only your staff use to pass difficult tickets to a senior team member.

 Keep department names short and descriptions specific. If customers can tell at a glance which department fits their problem, tickets reach the right team the first time and you spend less time moving them around.

## **2. Configuring Ticket Statuses and Automatic Closure**

A ticket status shows where a ticket stands. Statuses help you see whether a ticket is waiting for your attention, has been answered, is waiting for the customer, or is finished. Without them, every ticket looks the same.

### **Where to find them**

Go to **Setup → Ticket Statuses**.

![](https://truehost.com/support/wp-content/uploads/2026/11/image-11-1024x450.png)

### **The six statuses**

| **Status** | **Meaning** |
| --- | --- |
| Open | A ticket requiring staff attention. |
| Answered | A ticket that has received a staff response. |
| Customer-Reply | A ticket where the customer has responded. |
| On Hold | A ticket temporarily placed on hold. |
| In Progress | A ticket currently being worked on. |
| Closed | A ticket that has been closed. |

Each status has an associated colour, which makes tickets easy to tell apart in the list. The **Show to clients** setting controls whether customers can see that status.

### **Automatic ticket closure**

Automatic closure keeps your queue tidy. When you have answered a customer and they never reply, the ticket can close by itself instead of sitting in your list indefinitely.

1. Go to **Setup → Ticket Statuses**.
2. Select **Edit** on a suitable status, such as **Answered**.
3. Enable **Close automatically when inactive**.
4. Find **Close inactive tickets after (hours)** at the top of the page.
5. Enter the number of hours you want, for example, 72.
6. Save the configuration.

**What to expect:**

- The panel checks eligible tickets every hour.
- Tickets in statuses set to close automatically are closed once the period passes without a reply.
- Entering 0 turns automatic closure off.

 Choose a period that gives customers a fair chance to reply, such as 72 hours, so you do not close tickets that are still waiting on a slow answer.