Tickets

Work queue

The queue supports search and filters for state, category, priority, assignee, and date range. Cursor navigation keeps the current page stable when new tickets arrive.

Bulk actions apply only to selected tickets and require the corresponding permission. If a ticket changed after the page loaded, the stale action is rejected and the operator is prompted to refresh.

Filters, ticket selection, and workflow actions in one table

Ticket view

The ticket view includes:

• conversation and protected attachments;
• category, priority, state, and assignee;
• player reply;
• internal note;
• favorite state;
• activity log;
• delivery retry when an external provider did not accept a message.

Internal notes are never shown to players. Staff message removal is represented as an audited redaction; ticket history is not physically deleted.

Conversation, ticket properties, and reply composer without switching sections

Use macros for recurring replies. Team workload has its own statistics section, while player access restrictions are managed under moderation.