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Support Desk User Manual

The Support Module is your direct line to the TravelStack CRM technical team. Raise tickets for bugs, billing questions, or feature requests.

1. Introduction

Our support system ensures that every technical issue you face is assigned to an engineer and tracked until resolution. Dedicated support teams are available for Technical, Billing, and Sales queries.

2. Key Features

  • Departmental Routing: Send your ticket directly to the right team (Tech, Billing, etc.).
  • Priority Levels: Mark your request as Low, Medium, or High urgency.
  • Threaded Chat: Communicate back and forth with support agents directly within the CRM.
  • Status tracking: Know exactly when your issue is "In Progress" or "Resolved".
  • Attachment Support: (Coming Soon) Share screenshots of issues for faster resolution.

3. How to Use the Support Module

3.1 Search & List Tickets

  1. Go to the Customer Support section.
  2. Search Bar: Find tickets by Ticket ID or Subject keywords.
  3. Status Filters: View only "Open" tickets to see what's pending our attention.
  4. Quick View: The list shows the Latest Update time, so you know exactly when we last moved your ticket forward.

3.2 View Ticket & Chat

Click the "View" (Eye Icon) on any ticket record. The page is the communication hub for that issue: threaded conversation on the left, ticket info and activity on the right. When the ticket is not Closed, you can reply and use Close Ticket.

Sections on the Ticket View Page:

The following sections appear in order. Reply and Close are only available when the ticket is not Closed.

Subject & Conversation

The main card on the left shows the Subject as the title. Below is the Conversation Timeline: each message is shown with a timestamp and sender. Your replies appear on the right as “You”; support team replies appear on the left as “Support (Admin)”. Messages are in chronological order so you can follow the full thread.

Add a Reply

Below the conversation, when the ticket is not Closed, an Add a Reply section appears with a text area and Send Reply button. You can only send a reply after the support team has responded at least once; until then, the form shows a short note and the reply box is disabled. When the ticket is Closed, a message indicates that no further replies can be posted.

Ticket Information

In the right column. Shows Department (e.g. Technical, Billing), Priority (e.g. Low, Medium, High, Critical) with a badge, Status (e.g. Open, In Progress, Resolved, Closed) with a badge, and Created (relative time, e.g. “2 days ago”). Use this to see how the ticket is categorized and its current state.

Support Note & Activity Timeline

A Support Note reminds that the team usually responds within 24–48 hours. The Activity Timeline lists key events: ticket created, status changes, and replies. Each entry shows title, content, user, and date/time. If there are more than five entries, View All opens a modal with the full timeline. This is the same as the “Support History” / “Service Audit” described below.

Action Buttons & Features:

Send Reply

Type your message in the reply box and click Send Reply to add your response to the thread. Available only after support has replied and only when the ticket is not Closed.

Close Ticket

Appears at the top when the ticket is not Closed. Opens a confirmation dialog; once you confirm, the ticket is marked Closed and you cannot post further replies.

Support History:

The ticket history keeps a record of everything discussed:

Service Audit:
  • Time Tracking: Every reply is timestamped to track resolution speed.
  • Thread Continuity: View the entire conversation from day one in a single scroll.
  • System Notifications: Log of when the status was changed by the support team.
  • Staff Attribution: (For Multi-Account agencies) See which of your sub-agents raised the ticket.

3.3 Creating a New Ticket

Click "Create Ticket" to open the form. The main content is a single card on the left with all ticket fields; the right column shows Before you submit tips and a link to the User Guides. All fields in the form are required unless noted.

Ticket Form (Left Column)

  • Subject (required): A short title that summarizes the issue (e.g. “Unable to download PDF invoice”, “Billing query for March”). Max 100 characters. Be specific so the right team can identify the request quickly.
  • Select Department (required): Choose the category that best fits your request (e.g. Technical for bugs or errors, Billing for subscription or payment issues, Sales for product or commercial questions). This routes your ticket to the right team.
  • Priority (required): How urgent the issue is (e.g. Low, Medium, High, Critical). Choose based on impact on your business—e.g. Critical for a blocking bug, Low for a general question.
  • Detailed Description (required): Explain what’s happening in detail. Include what you were doing when the issue occurred and, for bugs, steps to reproduce if possible. Large text area; max 500 characters.

Before you submit (Right Column)

Tips shown on the right:

  • Check the Knowledge Base (e.g. User Guides) for quick answers.
  • Use a clear, specific subject line.
  • Provide as much detail as possible to help support resolve the ticket faster.

A View Guides button links to the User Guide index so you can open relevant guides in another tab before or after submitting.

Click Submit Ticket to create the ticket and start the conversation (or Cancel to return to the support list). After submission, you’ll see the new ticket in the list; open it to view the thread and reply once the support team has responded.