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.
On this page
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.
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
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.
No. Internal notes are for staff only and do not send the reply e-mail to the ticket owner.
Yes, while knowledgebase_public_enabled is true, which is the default. Set it to false to require login.