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Support Ticket System
What is it and why you need it
EzyCourse is always aiming to deliver fast, reliable, and top-quality support. And now, we’ve made it even better. With the launch of our brand-new Support Ticket feature, getting help is now quicker, more transparent, and completely in your control.
Previously, if you had an issue or query, you had to reach out via chat or email, and our support team would create a ticket for you. While it worked, it often meant extra steps, delays, and limited visibility into what was happening behind the scenes.
But now, you can create and manage your own support tickets directly from your dashboard. Describe your issue, attach files or screenshots, and submit it straight to the EzyCourse admin panel—no middle step, no waiting.
How it works
As a site owner, you can create a support ticket from the newly added Help Center menu. While creating a support ticket, you can categorize your ticket into 5 types and explain your issue in detail by attaching files, including links, and using rich text formatting to make your request clearer.
Once submitted, the ticket goes straight to the EzyCourse admin panel. You’ll be able to track the ticket status, see updates, and manage everything from one place. In addition, you can chat within the ticket using the Create Reply option.
You can also update your tickets, and if you want, you can edit & delete your messages too. Once your issue is resolved, you can simply close the support ticket.
To help you stay organized, there are filters to view support tickets by status (like Open, In-progress, On-hold, Escalated, Resolved, Closed, and Under-review), category (like General, Urgent Issue, Sales, Billing, Website Builder), a search bar to find specific tickets, and sorting options by date, ticket ID, title, or status.
On the EzyCourse admin end, the team receives your support ticket instantly through their CRM dashboard and email. Upon receiving your ticket, they will take further actions like assigning resolution times, replying from their system, or adding any internal notes.
Moreover, they can update ticket statuses (e.g., Open, On Hold, Escalated, Closed, In Progress, and Under Review), update category, view the full activity log, and even edit or delete any replies if needed. If required, they can also create new tickets on your behalf.
How to get started using it
To begin, navigate to the new Help Center menu → Support tickets sub-menu on your EzyCourse dashboard. From here, you’ll be able to view all your support tickets, track their statuses, and manage everything from one place.
Using the filter-based search bar, applying filters by statuses, search by categories or sorting tickets by date, title, and ticket ID can help quickly find the ticket you’re looking for. Clicking the Reset button will turn the page back to its default state.
You can also create a new support ticket from here; simply click the Create Ticket button.
Enter the ticket title, select a category from the dropdown options, and fill in the description of your issue. You can also add rich text, links, attachments, screenshots, etc to clearly state the problem. Once you’re done, click the Create button.
To view more details of the ticket, click on the ticket name.
As soon as you enter the ticket details page, you will see a system-generated message that lets you know that your ticket has been submitted and help is on its way.
Now, to make any changes to the ticket you’ve created, simply click the Edit icon.
Once you’ve updated your ticket, click the Update button to apply the changes you’ve made.
You can chat back and forth with the admin panel using the Create Reply option. While sending messages, you can use rich text, links, upload images, files, etc. Hit the Create button to send your reply.
You can also view the exact date and time of the ticket created, messages sent, and received.
If you want, you can edit and delete your messages as well.
When your issue is resolved, you can close the support ticket by simply clicking the Close Ticket button.
After closing the ticket, you will see a message showing that the ticket has been closed, and you will need to open a new ticket if you’re still having problems.
And whenever there’s a reply or change from the EzyCourse admin end, this is how you’ll get real-time notifications on your dashboard
