{"id":19,"date":"2026-09-09T04:25:33","date_gmt":"2026-09-09T04:25:33","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/19\/submitting-and-managing-tickets\/"},"modified":"2026-09-16T15:54:50","modified_gmt":"2026-09-16T09:54:50","slug":"submitting-and-managing-tickets","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/ticket-management\/submitting-and-managing-tickets\/","title":{"rendered":"Submitting and managing tickets"},"content":{"rendered":"\n

With the Support tickets module on and the ticket pages in place, clients file tickets from the front end and agents answer them in WordPress admin.<\/p>\n\n\n\n

Front end: filing a ticket<\/h2>\n\n\n\n
\"Tickets<\/figure>\n\n\n\n

The Submit a Ticket<\/strong> page shows the form. Which fields appear is up to you – it is driven by Settings \u2192 Tickets \u2192 Form fields<\/strong>, where every row can be switched on or off, made required, relabelled and given hint text. The six built-in fields ship enabled:<\/p>\n\n\n\n

Field<\/th>Notes<\/th><\/tr><\/thead>
Subject<\/td>Always on, always required. Becomes the ticket title.<\/td><\/tr>
Description<\/td>Always on, always required. Becomes the ticket body.<\/td><\/tr>
Product<\/td>Which product the ticket is about.<\/td><\/tr>
Topic<\/td>The reason for the ticket. The list is called Reasons; the field is labelled Topic by default.<\/td><\/tr>
Urgency<\/td>Low \/ Medium \/ High \/ Severe.<\/td><\/tr>
Order<\/td>A free-text reference such as an order number.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

You can add your own fields too. See Building the ticket form<\/a>.<\/p>\n\n\n\n

If the visitor is logged out, the page shows the login form first, using whichever login method<\/a> you configured. After signing in they land back on the form.<\/p>\n\n\n\n

Front end: the client’s ticket list<\/h2>\n\n\n\n

The My Tickets<\/strong> page shows a signed-in client their own tickets. Clicking a row opens the conversation, where they read agent replies and add their own.<\/p>\n\n\n\n

There is also an optional all-tickets page for agents who prefer to work from the front end rather than wp-admin.<\/p>\n\n\n\n

Admin: working the queue<\/h2>\n\n\n\n

NiroHelp \u2192 Tickets<\/strong> is a standard WordPress list. NiroHelp adds two columns, Client<\/strong> and Agent<\/strong>; everything else is WordPress’s own.<\/p>\n\n\n\n

Know what is not<\/em> there, because it is easy to assume otherwise:<\/p>\n\n\n\n