User Manual – TicketGo

Personal Information

• The Personal Information section allows users to manage their personal account details. Upload a profile picture by clicking Choose file here; only valid image files up to 2MB are accepted. Enter your Full Name and Email in the required fields. Optionally, enter your Mobile Number along with the country code. Click the Save Changes button to apply all updates.

Change Password

• The Change Password section allows users to update their account passwords. Enter your Current Password in the first field to verify your identity. Enter your desired New Password in the second field. Re-enter the same password in the New Confirm Password field to ensure accuracy. Click the Save Changes button to update your password.

Two Factor Authentication

The Two-Factor Authentication section adds an extra layer of security to your account by requiring a second verification method in addition to your password. It helps protect against phishing, social engineering, and password brute force attacks and secures your logins from attackers exploiting weak or stolen credentials. Click the Generate Secret Key to Enable 2FA button to begin the two-factor authentication setup.

Create Language

Click the Create Language option from the language dropdown menu. A pop-up window will appear where you need to enter the following details:

• Language Code: Enter the language code.
• Language Full Name: Enter the full name of the language.

Once created, the new language will be visible in the language selector dropdown.

Manage Languages

The Manage Languages section allows users to translate and customize system text for different languages.

• Use the top menu to select the module or Add-On you want to translate. The available options are displayed. Add-On-wise, so each installed Add-On appears as its own tab where you can manage its translations separately.
• Use the left sidebar to select the language you want to manage.
• The selected language will display all available labels and messages for the chosen module.
• Use the search bar to quickly find specific translation text.
• Edit the translation labels and message values directly from the available fields.

Click the Save button to apply and save all translation updates for the selected language.

5.1.1 Conversation List

The left pane displays a scrollable list of all conversations. Each entry shows:

• Avatar: Customer profile picture or initials.
• Name: The customer’s display name.
• Message Preview: A short snippet of the most recent message.
• Timestamp: How long ago the last activity occurred (e.g., 11 Months Ago, 1 Year Ago).
• Unread Badge: A numbered indicator showing the count of unread messages, when applicable.

The center pane displays the full message thread for the selected conversation. The header shows:

• Ticket Subject is displayed beneath the name (e.g., Payment Not Reflected After 24 Hours).
• Allows users to update the ticket’s lifecycle status. Clicking the dropdown displays available status options such as New Ticket, In Progress, and On Hold.

Three quick action options appear next to the status dropdown:

• Click To Copy Support Ticket URL: Copies the unique support ticket URL to your clipboard for sharing with the customer or internal teams.
• Delete: Permanently removes the ticket.
• Info: Opens the customer details panel on the right side of the page.

The Reply section at the bottom includes a rich text editor. A row of additional tool icons below the editor provides options for attaching files, AI assistance, and AI-based message actions. Click the green send icon at the bottom-right to send the reply.

5.1.2 Customer Details Panel

Clicking the Info icon in the active conversation’s action bar opens the customer details panel on the right side of the page. This panel allows you to view and update ticket metadata:

• Name: The customer’s full name.
• Email: The customer’s email address.
• Subject: The subject of the current ticket.
• Priority: Use the dropdown to set the urgency level.
• Category: Use the dropdown to assign a ticket category.
• Assign Agent: Use the Select Agent dropdown to assign the ticket to a support agent.
• Private Note: Click the + icon to add an internal note visible only to agents.

Close the panel by clicking the X icon in the top-right corner.

• Click the Filter icon to filter conversations by Priority or Status. Select the desired options from the dropdowns, then click “Apply” to activate the filters or “Clear” to reset them.
• Clicking the Export Tickets CSV file option downloads a CSV file containing all current ticket records, which can be opened in any spreadsheet application for reporting or backup.

Generate with AI

The Generate with AI button in the top-right corner of the Ticket Information section opens the Generate Content with AI pop-up, which can auto-generate ticket content using AI.

Fill in the following details to generate content:

• For What: Select whether to generate content for the Subject or Description of the ticket.
• Language: Choose the output language from the dropdown (e.g., AR).
• AI Creativity: Set the creativity level of the output from the dropdown (e.g., High).
• Number of Results: Choose how many output variations to generate.
• Maximum Result Length: Enter the maximum length of the generated output.
• Ticket Description of Bug: Enter a short summary or prompt describing the issue (e.g., Bug Summary).

Click the Generate button to create the AI-generated text, which appears in the Description field at the bottom of the pop-up. Use Copy Text to copy the entire result, or Copy Selected Text to copy only the highlighted portion. Close the pop-up by clicking the X icon to return to the Create Ticket page.

6.1.1 Explore Add-On

Under the Explore Add-On section, the Premium Add-On group lists all available Add-Ons in a four-column grid layout. Each Add-On card displays the following:

• Icon: A visual identifier for the Add-On.
• Name: The display name of the Add-On.
• View Details: Click this button to open the details page for the selected Add-On, where you can review its information and proceed with installation or activation.

7.1.1 Users Table Information

The table displays the following columns:

• Picture: The user’s profile picture or placeholder avatar.
• Name: The full name of the user.
• Email: The registered email address of the user.
• Role: The role assigned to the user (e.g., agent, customer, assistant).
• Action: Quick action buttons for user management.

Each user row includes four action options:

• Login Enable: Enables login access for a user whose login is currently disabled.
• Login Disable: Disables login access for a user whose login is currently enabled.
• Reset Password: Opens a pop-up to reset the user’s password.
• Edit: Opens the user’s record for editing.
• Delete: Permanently removes the user from the platform.

When clicking the Reset Password option in the user row opens the Reset Password pop-up, which allows administrators to set a new password on behalf of the user.

• Password: Enter the new password for the user.
• Confirm Password: Re-enter the same password to confirm.
• Click the Update button to save the new password, or click Cancel to close the pop-up without applying changes.

If Login Enabled is OFF during user creation, a password is not created, and instead a “New Password” button appears in the Action column, which opens fields for a Password and Confirm Password to set it later.

7.1.3 User Login History

Clicking the user-with-clock icon on the Manage Users page opens the Manage User Log page, which displays a detailed login history for all users.

• Use the filter options to narrow the list. You can filter by selecting a month or a user, then click the Apply button to view the results. To clear the filters and return to the default list, click the Reset button.

The table displays the following columns:

• Name: The username of the person who logged in.
• Role: The role assigned to the user (e.g., customer, assistant, agent).
• Email: The email address of the user.
• IP: The IP address from which the user logged in.
• Last Login: The exact date and time of the most recent login.
• Country: The country detected from the login IP.
• Device Type: The type of device used for login (e.g., desktop).
• OS Name: The operating system used during login (e.g., Linux).
• Action: Quick action buttons for log management.

Each log row includes two action options:

• View: Opens the detailed login record.
• Delete: Permanently removes the log entry.

7.1.4 Create User

Clicking the “Create user” button adds a new user to the platform. Fill in the following details:

• Name: Enter the full name of the user.
• Email: Enter the user’s email address.
• Role: Choose a role from the dropdown (e.g., agent, customer, assistant, manager, team lead).
• Mobile No: Enter the user’s mobile number along with the country code.
• Login is enabled: Toggle this switch on to grant the user login access, or leave it off to restrict access.
• Picture: Click ‘Choose File’ and then upload a profile picture. Only valid image files up to 2MB are accepted.

7.2.1 Roles Table Information

The table displays the following columns:

• Role: The name of the role (e.g., agent, customer, assistant, manager, team lead).
• Permissions: A list of all permissions assigned to the role, displayed as permission tags.
• Action: Quick action buttons for role management.

Each role row includes an action option based on the role type: modify or remove the role as needed.

• Default Roles (agent): These are system-defined roles and include only the Edit action. You can update the permissions, but they cannot be deleted.
• Custom Roles (assistant, manager, team lead, or any user-created roles): These include both the Edit and Delete action options, giving you full authority to

7.2.2 Create New Role

Click the “Create Role” button to add a new role.

• Name: Enter the role name.
• Permissions: Select permissions from the available module tabs. The tabs shown depend on which Add-Ons are currently enabled, so they will vary dynamically based on your configuration.
• Tick the Assign General Permissions to Roles checkbox to enable all General permissions at once.
• Under each module, tick the checkboxes for the actions the role can access, such as Create, View, Edit, Delete, or Manage.
• Use the master checkbox in the Module column to select all permissions for a module.

8.1.1 Create Category

Clicking the “Create” button on the Manage Category page adds a new category. Fill in the following details:

• Name: Enter the category name in the field.
• Parent Category: Select a parent category from the dropdown to create a subcategory, or leave it blank to create a top-level category.
• Color: Choose a color for the category using the color picker to help identify it visually across the platform.

8.2.1 Priority Table Information

The table displays the following columns:

• Name: Enter the display name of the priority level (e.g., High, Medium, Low, Critical, Urgent).
• Color: Select a color swatch to visually identify the priority across the platform.
• Action: Use quick action buttons to manage the priority.

Each priority row includes two action options:

• Edit: Opens the priority record for editing.
• Delete: Permanently removes the priority level from the list.

9.1.1 FAQ Table Information

The table displays the following columns:

• Title: The question or topic of the FAQ.
• Description: A short preview of the answer text.
• Action: Quick action buttons for FAQ management.

Each FAQ row includes three action options:

• Show FAQ: Opens a pop-up displaying the full FAQ details in read-only mode.
• Edit: Opens the FAQ record for editing.
• Delete: Permanently removes the FAQ from the list.

Generate with AI

The Generate with AI button in the top-right corner of the Create FAQ popup opens the Generate Content with AI popup, which can auto-generate FAQ content using AI.

Fill in the following details to generate content:

• For What: Select whether to generate content for the Title or Description of the FAQ.
• Language: Choose the output language from the dropdown (e.g., AR).
• AI Creativity: Set the creativity level of the output from the dropdown (e.g., High).
• Number of Results: Choose how many output variations to generate.
• Maximum Result Length: Enter the maximum length of the generated output.
• FAQ Description: Enter a short prompt describing the FAQ context (e.g., Installation).

Click the Generate button to create the AI-generated text, which appears in the Description field at the bottom of the pop-up. Use Copy Text to copy the entire result, or Copy Selected Text to copy only the highlighted portion. Close the pop-up by clicking the X icon to return to the Create FAQ form.

Knowledge Table Information

The table displays the following columns:

• Title: The title of the knowledge article
• Category: The category assigned to the article
• Action: Quick action buttons for article management.

Each article row includes three action options:

• Show Knowledge: Opens a pop-up displaying the full article in read-only mode.
• Edit: Opens the article record for editing.
• Delete: Permanently removes the article from the knowledge base.

Generate with AI

The Generate with AI button in the top-right corner of the Create Knowledge pop-up opens the Generate Content with AI pop-up, which can auto-generate article content using AI.

Fill in the following details to generate content:

• For What: Select whether to generate content for the Title or Description of the article.
• Language: Choose the output language from the dropdown (e.g., AR).
• AI Creativity: Set the creativity level of the output from the dropdown (e.g., High).
• Number of Results: Choose how many output variations to generate.
• Maximum Result Length: Enter the maximum length of the generated output.
• Knowledge Category Title: Enter a short prompt describing the article topic or category (e.g., Installation).

Click the Generate button to create the AI-generated text, which appears in the Description field at the bottom of the pop-up. Use Copy Text to copy the entire result, or Copy Selected Text to copy only the highlighted portion. Close the pop-up by clicking the X icon to return to the Create Knowledge form.

Knowledge Category Table Information

The table displays the following columns:

• Title: The name of the category
• Action: Quick action buttons for category management.

Each category row includes two action options:

• Edit: Opens the category record for editing.
• Delete: Permanently removes the category from the list.

Email Templates Table Information

The table displays the following columns:

• Name: The display name of the email template
• Module: The module group the template belongs to (e.g., General).
• Action: Quick action button for template management.

Each row includes one action icon:

• View: Opens the template editor where the sender name, subject, and message body can be customized across multiple languages.

Clicking the View option on a template row opens the Email Templates editor page, which is divided into three panels: a sender configuration card on the top-left, a placeholder reference card on the top-right, and a language-based message editor at the bottom.

Custom Field Table Information:

The table displays the following columns:

• #: A drag handle icon used to reorder fields by dragging and dropping them into the preferred sequence on the form.
• Labels: The display name shown next to the field on the form.
• Placeholder: The hint text that appears inside the field before the user enters a value.
• Type: The input type of the field, such as text, email, select, textarea, or file.
• Require: Indicates whether the field is mandatory, marked as either Required or Not Required.
• Width: The column width assigned to the field, controlling how much horizontal space it occupies in the form layout.
• Action: Quick action buttons for custom field management.

Each custom field row includes the following action option:

• Edit: Opens the custom field record for editing.
• Delete: Permanently removes the custom field from the list. (Default system fields do not display the Delete option, as they are required by the form and cannot be removed.)

Note: In the demo environment, drag-and-drop reordering of custom fields is disabled, as indicated by the note at the bottom of the page.

Theme Customizer

The Theme Customiser allows administrators to control the look, feel, and feature visibility of the platform.

• Primary color settings: Choose the primary accent color from the available color swatches to set the platform’s main theme color.
• Sidebar settings: Toggle Transparent layout on or off to switch between transparent and solid sidebar styles.
• Layout settings: Toggle Dark Layout on or off to switch between light and dark interface modes.
• Enable RTL: Toggle RTL Layout on or off to enable right-to-left language support for languages such as Arabic or Hebrew.
• Enable FAQ: Toggle FAQ on or off to show or hide the FAQ section on the public-facing site.
• Knowledge Base setting: Toggle Knowledge Base on or off to show or hide the Knowledge Base section on the public-facing site.

Click “Save Changes” to apply the brand settings.

General Tab

The General tab includes toggles for the following notification events:

• New User: Toggle on to send an email notification when a new user registers.
• Send Mail To Agent: Toggle on to automatically send an email notification to the assigned agent whenever a new ticket is created from the admin side.
• Send Mail To Customer: Toggle on to automatically send an email notification to the customer whenever a new ticket is created.
• Send Mail To Admin: Toggle on to automatically send an email notification to the administrator whenever a new ticket is created.
• Reply Mail To Customer: Toggle on to automatically send an email notification to the customer whenever the admin or Agent posts a reply on their ticket.
• Reply Mail To Agent: Toggle on to automatically send an email notification to the agent whenever the customer posts a reply on a ticket.
• Reply Mail To Admin: Toggle on to automatically send an email notification to the administrator whenever the customer posts a reply under a ticket.
• Ticket Close: Toggle on to send an email notification when a ticket is closed.

Local Storage

When Local is selected, files are stored directly on the platform’s own server.

• Only Upload Files: Add or remove the allowed file extensions (such as csv, jpeg, jpg, pdf, png, xls, xlsx) that users are permitted to upload.
• Max upload size (In KB): Enter the maximum allowed file size for uploads, in kilobytes.

AWS S3 Storage

When AWS S3 is selected, files are stored on Amazon Web Services S3 cloud storage.

• S3 Key: Enter the access key ID obtained from the AWS account.
• S3 Secret: Enter the secret access key obtained from the AWS account.
• S3 Region: Enter the AWS region where the S3 bucket is hosted.
• S3 Bucket: Enter the name of the S3 bucket where files will be stored.
• S3 URL: Enter the base URL used to access files stored in the S3 bucket.
• S3 Endpoint: Enter the AWS S3 endpoint URL for the selected region.
• Only Upload Files: Add the allowed file extensions that users are permitted to upload.
• Max upload size (In KB): Enter the maximum allowed file size for uploads, in kilobytes.

Wasabi Storage

When Wasabi is selected, files are stored on Wasabi cloud storage.

• Wasabi Key: Enter the access key obtained from the Wasabi account.
• Wasabi Secret: Enter the secret key obtained from the Wasabi account.
• Wasabi Region: Enter the Wasabi region where the bucket is hosted.
• Wasabi Bucket: Enter the name of the Wasabi bucket where files will be stored.
• Wasabi URL: Enter the base URL used to access files stored in the Wasabi bucket.
• Wasabi Root: Enter the root path or folder within the bucket where files will be stored.
• Only Upload Files: Add the allowed file extensions that users are permitted to upload.
• Max upload size (In KB): Enter the maximum allowed file size for uploads, in kilobytes.

Click “Save Changes” to apply the storage configuration.

More Information

The More Information section provides contact details related to the cookie policy.

• Contact Us Description: Enter the text shown alongside the contact link in the cookie banner.
• Contact Us URL: Enter the URL where visitors can find more information or contact the operator regarding the cookie policy.
• Download cookie accepted data: Click the download icon to export a record of cookie consents accepted by visitors.

Click “Save Changes” to apply the cookie settings.