Tickets

The Tickets module is the support inbox for your Foundaro Spokes workspace. Customer requests arrive from the public support portal, are queued here for your team to triage, assign, and respond to, and can be tracked through to resolution with built-in SLA monitoring.

Ticket Inbox

The inbox lists all tickets across all statuses. By default it shows open tickets sorted by creation date (newest first).

Key columns:

ID: Auto-incremented reference number. Share this with customers for easy lookup.
Subject: The customer's summary of their request.
Status: Open, In Progress, On Hold, Resolved, or Closed.
Priority: Low, Normal, High, or Urgent.
Source: Portal (submitted via the customer portal), Email, or Manual (created by a team member).
Assignee: The team member responsible for the ticket.
SLA Deadline: The date and time by which the ticket should be resolved. Overdue tickets are highlighted in red.
Created: When the ticket was submitted.

Filtering and search:

Use the filter bar to narrow by status, priority, source, site, or assignee. The search field matches ticket subject and message body. Active filters are shown as chips that can be cleared individually.

Ticket Detail

Opening a ticket shows the full conversation thread, ticket metadata, and action controls.

The conversation panel on the left shows:

The customer's original message.
All subsequent replies from your team and the customer.
Internal notes (visible to agents only, not sent to the customer).

The metadata panel on the right shows:

Status — change it at any time. Moving to Resolved or Closed ends the SLA clock.
Priority — adjust based on customer impact.
Assignee — reassign to any team member with a Front role.
SLA Deadline — calculated from the priority level and creation time. Edit it manually if needed.
Source — read-only, set when the ticket was created.
Tags — freeform labels for categorisation and reporting.
Customer info — name and email provided when the ticket was submitted.

Replying:

Type your response in the reply box and click Send. The reply is emailed to the customer using the stored email address and appended to the conversation thread. Toggle the Internal Note switch to save a note that is visible only to agents.

File Attachments:

Attach files to any reply using the paperclip icon in the reply toolbar. Files are uploaded before the reply is sent and included as download links in the email. Attachment types and sizes are subject to the upload limits configured for your workspace.

Merging Tickets

When a customer submits the same request multiple times (e.g., through both the portal and email), merge the duplicate into the primary ticket to keep the conversation in one place.

To merge:

Open the ticket you want to keep as the primary ticket.
Click the Merge button in the topbar.
Search for the duplicate ticket by subject or ticket number.
Select the duplicate and click Merge ticket.

The duplicate ticket's messages are moved into the primary ticket's thread. The duplicate ticket is then closed automatically. This action cannot be undone.

Canned Replies:

Click the canned replies icon in the reply toolbar to insert a saved response template. Type to filter by name or tag. Canned replies are managed under the Canned Replies section in the sidebar.

Creating Tickets Manually

To log a ticket that arrived through another channel (phone, in-person), use the New Ticket button in the inbox header. Fill in:

Subject — a short description of the request.
Message — the full description of the issue.
Customer name and email — used for portal tracking and email replies.
Priority, Assignee, and Tags — optional at creation.

Manually created tickets appear in the inbox with Source: Manual.

Bulk Actions

Select multiple tickets using the checkboxes on the left of each row. Once one or more tickets are selected, the bulk action toolbar appears:

Assign — assign all selected tickets to a specific team member.
Set status — move all selected tickets to a new status at once.
Set priority — raise or lower priority for all selected tickets.
Delete — permanently remove the selected tickets. This cannot be undone.

Use bulk actions for inbox cleanup at the end of a sprint or to triage a sudden spike in similar requests.

SLA Tracking

SLA (Service Level Agreement) deadlines track the expected resolution time per ticket. The deadline is calculated automatically based on priority:

Urgent — 4 hours
High — 8 hours
Normal — 24 hours
Low — 72 hours

The SLA clock starts when the ticket is created and stops when status is moved to Resolved or Closed. Tickets past their SLA deadline are shown with a red deadline indicator in the inbox and are highlighted in the reports.

The deadline can be edited manually from the ticket detail panel if a customer's expectations differ from the default.

Canned Replies

Canned replies are saved response templates that speed up common answers. Manage them from Tickets › Canned Replies in the sidebar.

Each canned reply has:

Name — internal label. Not shown to customers.
Tags — optional comma-separated labels for grouping and filtering.
Body — the full reply text. Supports plain text and basic formatting.

To use a canned reply while composing a ticket reply, click the canned replies icon in the reply toolbar and select one. The body is inserted into the reply box, where it can be edited before sending.

Canned replies can be duplicated to create variations on a template without starting from scratch. Click the duplicate icon on any reply card.

Tips:

Tag replies by topic (e.g., billing, onboarding, technical) to filter quickly in the inbox.
Keep the name specific: "Refund policy — standard" is easier to find than "Refund".
Review and update canned replies after product changes so the wording stays accurate.

Customer Portal

The customer portal is a public-facing support interface that does not require a customer account. It lives at /portal on your site and provides three flows:

Submit a Ticket (/portal/submit) — a short form to describe the issue. The customer provides a name and email. On submit, they receive a confirmation email with a tracking token.
Track a Ticket (/portal/track) — enter the ticket ID and email to retrieve the ticket's current status. No login required.
View Ticket via Token (/portal/ticket/:token) — the link included in the confirmation email. Shows the full conversation thread and allows the customer to add replies.

The portal is independent of Foundaro Spokes's authentication. Customers never log in — they use tokens for access.

The portal URL is based on your configured app domain. You can link to /portal from your site's navigation menu or from any content item.

Ticket Reports

The Reports page is accessible from the Reports button in the ticket inbox header (visible to Editors and Admins). It provides a summary of support activity over a configurable time window (7, 14, 30, or 90 days).

KPI cards:

Total Tickets — how many tickets were created in the period.
Resolved — how many were moved to Resolved or Closed.
Open — how many remain unresolved.
Avg. Resolution Time — average time from ticket creation to resolution.

Charts:

By Status — bar chart of ticket counts per status at the end of the period.
By Priority — breakdown of ticket volume by priority level.
By Source — Portal vs Email vs Manual submission split.
Daily Volume Trend — a day-by-day line chart of new tickets opened over the period.

Use the site filter to scope reports to a single site if you are managing tickets across multiple properties.

Tips:

If Urgent and High priority tickets are consistently overdue, revisit your team's capacity or SLA windows.
A rising Daily Volume Trend that is not matched by resolution rate is an early signal that the team is understaffed or that a product issue is generating repeat contacts.
Export ticket data from the inbox for deeper analysis if needed.