# Tickets and knowledge base

> Run customer support inside FeatherPanel. Ticket categories, priorities and statuses, staff replies and internal notes, e-mail alerts, and knowledge base articles.

Source: https://featherpanel.com/docs/admin/support/

The Support group in the admin sidebar has Tickets, the ticket setup pages and the Knowledge base. Tickets are hidden
when `ticket_system_enabled` is false and the knowledge base when `knowledgebase_enabled` is false. What users see is
in [Tickets and knowledge base for users](https://featherpanel.com/docs/user/support).

## Set up tickets

Create these before users open tickets:

| Page | Fields |
| --- | --- |
| Ticket Categories | Name, icon (uploaded image), color, support e-mail and open hours, for example `Mon-Fri 9AM-5PM`. |
| Ticket Priorities | Name, color and level. Lower levels are listed first, so Low, Medium, High, Urgent. |
| Ticket Statuses | Name, color, level, and one status marked Default for new tickets. Reopened tickets go back to the default status. |

Settings:

| Setting | Default | Effect |
| --- | --- | --- |
| `ticket_system_enabled` | true | Turns the ticket system on or off. |
| `ticket_system_allow_attachments` | true | Lets users attach files. |
| `ticket_system_max_open_tickets` | 10 | Open tickets per user. 0 means unlimited. |

## Answering tickets

Support Tickets lists all tickets with filters by status. On a ticket:

- **Conversation:** reply in Markdown, attach files up to 50 MB each, or switch to Internal Mode to leave a note only
  staff can see.
- **Edit Ticket:** change title, description, category, priority and status.
- **Close Ticket** and **Reopen Ticket**, and Delete.
- **Email Preview** shows the mail the user receives.

With SMTP on, users get an e-mail when staff reply (not for internal notes), close or reopen their ticket. Staff with
`admin.tickets.view` get an alert for new tickets and user replies.

## Knowledge base

Knowledgebase Categories hold articles. Inside a category you can create articles with a title, optional icon,
Markdown content, tags and file attachments, set them to Draft, Published or Archived, pin them, and drag them into
order.

| Setting | Default | Effect |
| --- | --- | --- |
| `knowledgebase_enabled` | true | Turns the knowledge base on. |
| `knowledgebase_public_enabled` | true | Allows `/knowledgebase` and `/api/knowledgebase/*` without login. |
| `knowledgebase_show_categories`, `_show_articles`, `_show_tags`, `_show_attachments` | true | Show or hide those parts. |

## Frequently asked questions

### Who gets an e-mail when a user opens a ticket?

Every active user whose role has admin.tickets.view, except the author, as long as SMTP is enabled. The same happens when the user replies.

### Do users see internal notes?

No. Internal notes are for staff only and do not send the reply e-mail to the ticket owner.

### Can people read the knowledge base without an account?

Yes, while knowledgebase_public_enabled is true, which is the default. Set it to false to require login.