{"id":19418,"date":"2026-11-10T12:52:08","date_gmt":"2026-11-10T12:52:08","guid":{"rendered":"https:\/\/truehost.com\/support\/?post_type=docs&#038;p=19418"},"modified":"2026-11-12T07:01:33","modified_gmt":"2026-11-12T07:01:33","password":"","slug":"setting-up-support-tickets-in-the-truehost-reseller-panel","status":"publish","type":"docs","link":"https:\/\/truehost.com\/support\/knowledge-base\/setting-up-support-tickets-in-the-truehost-reseller-panel\/","title":{"rendered":"Setting Up Support Tickets in the Truehost Reseller Panel"},"content":{"rendered":"\n<p>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.<\/p>\n\n\n\n<p>With the ticket system set up, your clients can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Open tickets through the client area.<\/li>\n\n\n\n<li>Select the support department that fits their question.<\/li>\n\n\n\n<li>Receive an email notification when your staff responds.<\/li>\n\n\n\n<li>Continue the conversation through the client area.<\/li>\n\n\n\n<li>Reply by email, once mail import is configured.<\/li>\n<\/ul>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. Setting Up Support Departments<\/strong><\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>A new panel includes four default departments:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>General<\/li>\n\n\n\n<li>Technical Support<\/li>\n\n\n\n<li>Billing<\/li>\n\n\n\n<li>Sales<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Where to find them<\/strong><\/h3>\n\n\n\n<p>Go to <strong>Setup \u2192 Ticket Departments<\/strong>. Select <strong>Edit<\/strong> next to a department to change its settings.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"439\" src=\"https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10-1024x439.png\" alt=\"\" class=\"wp-image-19419\" srcset=\"https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10-1024x439.png 1024w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10-300x129.png 300w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10-768x330.png 768w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10-1536x659.png 1536w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-10.png 1911w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Department fields<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Field<\/strong><\/td><td><strong>Explanation<\/strong><\/td><\/tr><tr><td>Department Name<\/td><td>The name clients see when selecting a department while opening a ticket.<\/td><\/tr><tr><td>Email Address<\/td><td>The email address associated with the department for ticket notifications.<\/td><\/tr><tr><td>Description<\/td><td>A short explanation that helps clients choose the correct department.<\/td><\/tr><tr><td>Hidden from client ticket form<\/td><td>Prevents the department from appearing in the customer-facing ticket form.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Example descriptions<\/strong><\/h3>\n\n\n\n<p>Write descriptions in plain words that match what your customers actually ask about:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Department<\/strong><\/td><td><strong>Suggested description<\/strong><\/td><\/tr><tr><td>Technical Support<\/td><td>Website errors, hosting problems, DNS issues and email configuration.<\/td><\/tr><tr><td>Billing<\/td><td>Invoices, payments, renewals and account credit.<\/td><\/tr><tr><td>Sales<\/td><td>Hosting packages, domain registration and product enquiries.<\/td><\/tr><tr><td>General<\/td><td>Questions that do not fit into another department.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Important: replace the placeholder email addresses<\/strong><\/h3>\n\n\n\n<p><strong>Warning:<\/strong> The default departments come with placeholder email addresses. Edit each department and replace its <strong>Email Address<\/strong> with a real mailbox that you control, for example support@yourbrand.co.ke.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Add or remove departments<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To create a new department, select <strong>Add Department<\/strong>, complete the fields above and save.<\/li>\n\n\n\n<li>To remove a department you do not need, select <strong>Delete<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Visible and hidden departments<\/strong><\/h3>\n\n\n\n<p>A visible department appears on the customer ticket form, so clients can choose it. A department with <strong>Hidden from client ticket form<\/strong> ticked does not appear there, which makes it a staff-only department.<\/p>\n\n\n\n<p>A hidden department is useful for internal work. For example, you could create an &#8220;Escalations&#8221; department that only your staff use to pass difficult tickets to a senior team member.<\/p>\n\n\n\n<p>&nbsp;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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2. Configuring Ticket Statuses and Automatic Closure<\/strong><\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Where to find them<\/strong><\/h3>\n\n\n\n<p>Go to <strong>Setup \u2192 Ticket Statuses<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"450\" src=\"https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11-1024x450.png\" alt=\"\" class=\"wp-image-19420\" srcset=\"https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11-1024x450.png 1024w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11-300x132.png 300w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11-768x338.png 768w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11-1536x675.png 1536w, https:\/\/truehost.com\/support\/wp-content\/uploads\/2026\/11\/image-11.png 1911w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>The six statuses<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Status<\/strong><\/td><td><strong>Meaning<\/strong><\/td><\/tr><tr><td>Open<\/td><td>A ticket requiring staff attention.<\/td><\/tr><tr><td>Answered<\/td><td>A ticket that has received a staff response.<\/td><\/tr><tr><td>Customer-Reply<\/td><td>A ticket where the customer has responded.<\/td><\/tr><tr><td>On Hold<\/td><td>A ticket temporarily placed on hold.<\/td><\/tr><tr><td>In Progress<\/td><td>A ticket currently being worked on.<\/td><\/tr><tr><td>Closed<\/td><td>A ticket that has been closed.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Each status has an associated colour, which makes tickets easy to tell apart in the list. The <strong>Show to clients<\/strong> setting controls whether customers can see that status.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Automatic ticket closure<\/strong><\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to <strong>Setup \u2192 Ticket Statuses<\/strong>.<\/li>\n\n\n\n<li>Select <strong>Edit<\/strong> on a suitable status, such as <strong>Answered<\/strong>.<\/li>\n\n\n\n<li>Enable <strong>Close automatically when inactive<\/strong>.<\/li>\n\n\n\n<li>Find <strong>Close inactive tickets after (hours)<\/strong> at the top of the page.<\/li>\n\n\n\n<li>Enter the number of hours you want, for example, 72.<\/li>\n\n\n\n<li>Save the configuration.<\/li>\n<\/ol>\n\n\n\n<p><strong>What to expect:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The panel checks eligible tickets every hour.<\/li>\n\n\n\n<li>Tickets in statuses set to close automatically are closed once the period passes without a reply.<\/li>\n\n\n\n<li>Entering 0 turns automatic closure off.<\/li>\n<\/ul>\n\n\n\n<p>&nbsp;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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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: The main benefit for you is visibility. Because tickets are [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_eb_attr":"","_exactmetrics_skip_tracking":false,"footnotes":""},"doc_category":[2152],"doc_tag":[],"class_list":["post-19418","docs","type-docs","status-publish","hentry","doc_category-truehost-reseller-panel"],"year_month":"2026-11","word_count":784,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Faith Chelangat","author_nicename":"faithc","author_url":"https:\/\/truehost.com\/support\/author\/faithc\/"},"doc_category_info":[{"term_name":"Truehost Reseller Panel","term_url":"https:\/\/truehost.com\/support\/docs-category\/guides\/truehost-reseller-panel\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Setting Up Support Tickets in the Truehost Reseller Panel -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/truehost.com\/support\/knowledge-base\/setting-up-support-tickets-in-the-truehost-reseller-panel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Setting Up Support Tickets in the Truehost Reseller Panel -\" \/>\n<meta property=\"og:description\" content=\"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: The main benefit for you is visibility. 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