WemXSupport Tickets
Run customer support inside WemX with departments, a staff inbox, guest tickets and replies by email.
The Tickets module adds a full help desk to WemX. Customers open tickets from the client area, staff work them from a shared inbox, and departments control routing and behaviour.
Tickets is a module extension. If you don't see Tickets in the admin sidebar, install it from Admin → Marketplace, or enable it under Admin → Installed Extensions. Enabling it creates the tables, adds the permissions and sets up five default departments: General Support, Technical Support, Billing, Sales and Abuse.
Departments
Go to Admin → Tickets → Departments to configure where tickets go and how they behave:
| Setting | Description |
|---|---|
| Name, slug, description | Shown to customers when they pick a department. |
| Active | Inactive departments can't receive new tickets. |
| Allow guest tickets | People without an account can open tickets in this department. They get a private access link by email. |
| Allow invites / Allow guest members | Whether participants can invite others, including people without an account, to a ticket. |
| Prefill template | Text that pre-fills the message box, for example "Order ID: … / What happened: …". |
| Auto response | An automatic first reply posted when a ticket is opened. |
| Notify email | An address that is emailed about new tickets and replies in this department. |
| Auto-close after (days) | Close tickets that have been waiting on the customer this long. 0 turns this off. |
| Sort order | The order departments are listed in. |
Working tickets
Admin → Tickets → Overview is the staff inbox. Each ticket has:
- a status (
openorclosed) and a priority (low,medium,high,urgent). The inbox sorts open and urgent tickets first, - an optional assignee and department,
- an optional linked order. Its details are shown next to the conversation,
- internal notes, which only staff can see,
- lock, which allows only staff to reply.
Staff can also open a ticket on behalf of a customer from Create Ticket. A Tickets needing reply widget appears on the admin dashboard, open tickets show on each customer's profile, and orders get a shortcut to open a ticket about them.
Replies by email
Customers can reply to ticket notification emails directly:
- On Admin → Tickets → Departments, set the inbound mailbox, for example
support@yourdomain.com. Outgoing emails then use a plus-address on that mailbox, such assupport+t12.ab12cd34@yourdomain.com, so replies can be matched to the right ticket. - Forward that mailbox into WemX in one of two ways:
- Webhook: POST the raw email to the webhook URL shown on the same page (
/tickets/inbound-mail). Many email providers, such as Mailgun, Postmark and SendGrid, support inbound webhooks. - Pipe: pipe incoming mail to
php artisan tickets:ingest-mail.
- Webhook: POST the raw email to the webhook URL shown on the same page (
Emails from unknown senders, duplicates and empty messages are ignored.
Permissions
| Permission | Access |
|---|---|
admin.tickets | See the inbox |
admin.tickets.view | View and reply to tickets |
admin.tickets.create | Open tickets for customers |
admin.tickets.update | Change department, priority, assignment and status |
admin.tickets.delete | Delete tickets |
admin.ticket-departments (.create, .update, .delete) | Manage departments |
Disabling or uninstalling the module keeps all ticket history.