Support Tickets

PathPro's built-in support ticket system lets your community report issues and ask questions without leaving your project. Every conversation stays connected to the same ecosystem where your roadmap and feature voting live, so nothing falls through the cracks.

Enabling Support Tickets

Support tickets are an optional feature that you can enable on a per-project basis. To turn them on, navigate to your project's Settings page and look for the "Support Tickets" toggle under the Features section.

Once enabled, a new "Support" tab appears in your project's public navigation. Community members who are logged in will see a button to create a new support ticket. You can disable tickets at any time without losing existing ticket data — the tab simply hides from public view, and all historical tickets remain accessible to admins through the admin dashboard.

If you're running a public roadmap but don't need a support channel yet, you can leave tickets disabled and turn them on later when your community grows. There's no setup beyond flipping the toggle — the system is ready to use immediately.

How Community Members Create Tickets

When a logged-in community member visits your project's Support page, they'll see a clear "New Ticket" button. Clicking it opens a straightforward form with two fields: a subject line and a description.

The subject line should briefly summarize the issue or question. The description field supports longer text where the community member can explain the problem in detail, include steps to reproduce a bug, or describe what they expected to happen. Encourage your community to be specific — the more context they provide upfront, the faster your team can resolve the issue.

After submitting, the community member is taken to their ticket's detail page where they can see the ticket status and continue the conversation with your team through threaded replies. They'll also be able to view all of their open and past tickets from the Support page.

Ticket Numbering

Every support ticket is automatically assigned a unique, sequential ticket number in the format TKT-000001. This numbering is scoped to your project, so the first ticket in any project always starts at TKT-000001 regardless of how many other projects you manage.

Ticket numbers are permanent and never reused. If a ticket is deleted, its number is retired — the next ticket will still receive the next number in sequence. This ensures that references to ticket numbers in conversations, emails, or external tools always point to the correct ticket.

The ticket number is displayed prominently on the ticket detail page and in the admin dashboard's ticket list. You can reference ticket numbers when communicating with your team or community members to quickly identify specific issues.

Ticket Status Workflow

Support tickets move through a defined set of statuses that help both your team and your community understand where things stand. The available statuses are:

• Open — The ticket has been submitted and is awaiting attention from your team. This is the default status for all new tickets.
• In Progress — A team member has acknowledged the ticket and is actively working on a resolution. Setting this status signals to the community member that their issue is being looked at.
• Pending — The ticket is waiting on additional information from the community member, or the fix is in progress but not yet complete. Use this status when the ball is in the reporter's court.
• Resolved — The issue has been addressed. The community member can review the resolution and reopen the ticket if needed.
• Closed — The ticket is fully resolved and no further action is expected. Closed tickets are archived but remain searchable in the admin dashboard.

Admins and team members can change a ticket's status at any time from the ticket detail page. Status changes are visible to the community member who created the ticket, creating a transparent workflow that builds trust with your user base.

Reply Threading

Each support ticket has its own threaded conversation where both the community member and your team can exchange messages. Replies appear in chronological order, creating a clear record of the entire support interaction.

When a team member replies, their response is visually distinguished from community member messages so it's easy to tell who said what. Team members can post internal notes that are only visible to other team members if they need to coordinate before responding publicly.

Reply notifications keep everyone in the loop. When a team member responds to a ticket, the community member who created it receives a notification. Similarly, when the community member adds a follow-up message, the assigned team member is notified. This back-and-forth flow ensures that conversations stay active and tickets don't stall out because someone missed a reply.

Admin Dashboard

The admin dashboard gives your team a centralized view of all support tickets across your project. From here, you can see every ticket at a glance, including its subject, status, creator, and when it was last updated.

Use the built-in filters to narrow down the ticket list by status, date range, or search keywords. This is especially useful as your ticket volume grows — you can quickly surface all "Open" tickets that need attention or find a specific ticket by its number or subject line.

The dashboard also helps you prioritize your team's workload. Sort tickets by creation date to handle the oldest issues first, or sort by last activity to focus on tickets with recent replies. As your support process matures, these tools help ensure that no ticket sits unaddressed for too long.

Admins can update ticket statuses, post replies, and close tickets directly from the dashboard without navigating away. This streamlined workflow means your team can triage and respond to multiple tickets efficiently in a single session.