Ticketing System in DirectAdmin
DirectAdmin ships with a very basic ticketing system that you as a reseller can utilise. This allows your end users to directly submit a support issue in their hosting control panel. However, you may also have your own ticketing system or simply don't want this function to be enabled.
How to use the Ticketing System
When your clients go to 'Support & Help' in their control panel, followed by 'Create Ticket', this will allow them to create support cases for you to review.
This is the interface that they will see:
Providing that your email address is set correctly, you should receive a copy of their ticket submission, which will look similar to the below:
When you login to your reseller panel, you will see an icon notifying you that you have 1 or more support tickets:
You can then click on the ticket and respond to them:
Your clients will then be able to see their list of tickets under Support & Help -> Support Center -> Tickets
Note: Responses to tickets can only take place within the DirectAdmin interface. Your clients cannot reply to the emails that they receive to append information to the ticket.
Disabling the Ticketing System
1) Login to your reseller hosting panel, ensuring you are using the 'Reseller' access level.
2) Navigate to the 'Support & Help' menu, and then click 'Manage Tickets'.
3) Then, click 'Ticket System Settings'
4) You can untick 'Ticket System Enabled' and set a custom message that will appear when a client tries to open a ticket using the DirectAdmin interface.
This will disable the ticketing system for your users.
