Managing User-Submitted Tickets
The Tickets module in PrepBase allows admins to manage support requests submitted by users across the platform. Tickets help track issues, requests, and project-specific queries in a structured way—ensuring accountability, prioritization, and timely resolution.
PrepBase supports two types of user-submitted tickets:
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General Tickets
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Project-Related Tickets
Both are managed from the same Tickets interface but serve different use cases.
1. Where to Access Tickets
Navigate to:
Support → Tickets
This opens the Tickets management screen with two tabs at the top:
General Ticket
Project Related Ticket
2. Tickets Interface Overview
The Tickets page provides a centralized view of all user-submitted support requests.
Key Elements on the Page
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Tabs – Switch between General and Project-Related tickets
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Search Bar – Quickly find tickets by user or keyword
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Filter Panel – Filter tickets by priority and status
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➕ Add Ticket – Create a new ticket on behalf of a user
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Tickets Table – Displays all tickets with relevant details
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Actions Menu – Manage individual tickets
3. General Tickets
General Tickets are used for non-project-specific support requests, such as:
Account issues
Accommodation changes
General inquiries
Platform-related problems
General Tickets Table Columns
| Column | Description |
|---|---|
| Ticket ID | Unique system-generated ticket number |
| Created For | User for whom the ticket was created |
| Created By | User or admin who submitted the ticket |
| Assigned Ticket | Sub-admin assigned to handle the ticket |
| Category | Support category selected during creation |
| Priority | Low, Medium, or High |
| Created On | Ticket creation date |
| Status | Open or Closed |
| Actions | Assign, View, Edit, Delete |
4. Project-Related Tickets
Project-Related Tickets are linked to a specific project and are typically used for:
Project deliverables
Workflow clarifications
Project-specific issues
Coordinator or admin communication
Project-Related Tickets Table Columns
| Column | Description |
|---|---|
| Ticket ID | Unique ticket number |
| Created For | User associated with the ticket |
| Project | Linked project name |
| Recipient | Admin or coordinator receiving the ticket |
| Created By | User or admin who created the ticket |
| Assigned Ticket | Sub-admin handling the ticket |
| Category | Project support category |
| Priority | Ticket urgency |
| Created On | Date created |
| Status | Open or Closed |
| Actions | Assign, View, Edit, Delete |
5. Creating a New Ticket
Admins can create tickets manually on behalf of users.
Steps:
Creating a General Ticket
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Open the General Ticket tab
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Click ➕ Add Ticket
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Select Ticket Type: General Ticket
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Choose a Category
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Set the Priority
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Select Creating For (Student, Tutor, etc.)
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Enter a detailed Description
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(Optional) Upload an Attachment
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Click Save
Creating a Project-Related Ticket
Steps:
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Switch to the Project Related Ticket tab
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Click ➕ Add Ticket
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Select Ticket Type: Project Related Ticket
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Select the Project
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Choose the Recipient
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Notify Coordinator
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Notify Admin Only
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Set Priority
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Select Creating For (Student, Tutor, etc.)
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Add a Description
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(Optional) Upload an attachment
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Click Save
6. Assigning a Ticket
Tickets can be assigned to Sub-Admins for handling.
Steps:
How to Assign a Ticket
Click the three-dot menu next to a ticket
Select Assign Ticket
A Sub Admins List modal opens
Click Assign next to the appropriate sub-admin
The assigned user will now appear under Assigned Ticket.
7. Viewing Ticket Details
To view a ticket:
Open the Actions menu
Click View
Ticket Detail Page Includes
Ticket ID and timestamps
Category and Priority
Ticket status (Open / Closed)
Original message and attachments
Full conversation history
Replying to a Ticket
Admins can respond directly within the ticket.
Reply Section
Rich text editor for formatting replies
Attachments supported
Messages are logged chronologically
Actions Available
Send – Posts the reply and keeps ticket open
Mark as Close – Closes the ticket after responding
8. Editing a Ticket
Admins can update ticket details when needed.
Editable Fields
Category
Priority
Creating For
Project (for project-related tickets)
Description
Attachment
To edit:
Click Actions → Edit
Update required fields
Click Save
9. Deleting a Ticket
Admins can permanently remove tickets.
How to Delete
Click the three-dot menu
Select Delete
Confirm the action
⚠️ Deleted tickets cannot be recovered.
10. Filtering & Searching Tickets
Both ticket tabs support advanced filtering.
Available Filters
Priority – Low / Medium / High
Status – Open / Closed
Apply / Reset options
Filters help admins focus on urgent or unresolved tickets.
Search bar
Use the Search bar to find tickets by:
Ticket ID
User name
Project name (for project-related tickets)
Search works independently in each tab.
11. Ticket Status Lifecycle
Open – Ticket is active and awaiting resolution
Closed – Ticket has been resolved
Closing a ticket indicates the issue has been handled successfully.