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Support Tickets

The Jamroom Network » Documentation » Module Reference » Support Tickets
Applies to: Jamroom 7.0+ Last verified: 2026-10-24

Table of Contents:


What it does
Setting it up
Mailboxes
Working with tickets
Tickets by email (Mailgun)
Global Config
Quota Config

  • What it does

    Support Tickets is a help desk for your site. Members open a ticket, staff reply on the ticket, and everyone is notified of replies. Tickets can also come in by email.

    ACP > Modules > Admin > Support Tickets

  • Setting it up

    1. Quota Config: check Create Access for the quotas whose members may open tickets.
    2. Mailboxes tab: create at least one mailbox, such as "Support" or "Sales". Tickets are filed in a mailbox.
    3. Add a Support Tickets link to your menu if your skin doesn't have one. The module adds one to the skin's user menu, which goes to yoursite.com/ticket/browse/open.

  • Mailboxes

    Field What it does
    Mailbox Label Its name, for example "Sales"
    Mailbox Address The email address of the mailbox. Email to it becomes a ticket (see below).
    Mailbox Aliases More addresses for the same mailbox, one per line
    Mailbox Admin Group The quota whose members manage this mailbox. Mailbox admins see all its tickets and can open tickets for others. Site admins can manage every mailbox.
    High Priority Mailbox Every new ticket in this mailbox sends a notice to its admins

  • Working with tickets

    Tickets are listed as open or closed. On a ticket, staff can:

    • reply, with attachments if allowed
    • set its status. The default statuses are Open, Waiting for Reply, Follow Up, Testing and Needs Call. Change the list with Status Flags in Global Config, for example by adding the line on_hold|On Hold.
    • Assign To a staff member
    • Notify to Follow Up: after the Notify Timer, the ticket moves back to the top of the list
    • close it

    Members are notified when their ticket is updated. Each user can turn these notices on or off in their Notifications settings.

  • Tickets by email (Mailgun)

    Email can open and reply to tickets through Mailgun:

    1. In Mailgun, add a route that forwards your mailbox addresses to yoursite.com/ticket/webhook.
    2. In Global Config, check Enable Mailgun Webhook.

    Mail to an address that isn't a mailbox or alias doesn't become a ticket. Tools > Webhook Browser lists what came in, and can resubmit it. Blocked Subjects drops email whose subject contains a listed word or phrase.

  • Global Config

    Setting What it does
    Max Attachment File Size The largest file that can be attached (default 2 MB)
    Allowed Attachment Types File extensions allowed, comma separated
    New Ticket Notice Text, HTML allowed, shown to users while they create a ticket
    Auto Close After Closes tickets this long after the last reply. Only tickets that are Waiting for Reply and were last updated by staff close automatically. Default: never.
    Notify Timer How long a Notify to Follow Up waits (default one week)
    Blocked Subjects Incoming email with these words in the subject is dropped, one per line
    Enable Mailgun Webhook Accepts tickets by email (see above)
    Enable Activity Log Logs each incoming email in the Activity Log
    Status Flags The ticket statuses, one per line: a key, a pipe character, then the label

  • Quota Config

    Setting What it does
    Create Access Members can open tickets
    Can Close Tickets Members can close their own tickets
    Priority Inbox Tickets from this quota are marked as priority
    File Attachments Members can attach files to tickets

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