Managing customer support tickets

When your customer opens a support ticket from their dashboard, it lands in your inbox at /dashboard/reseller/tickets, not ours. The customer sees a single thread; your replies appear under an admin badge so they can distinguish your staff from VICIfast staff.

Your inbox

• In your queue — open or pending tickets routed to you, ordered by most recent activity.
• Escalated to platform — tickets you handed off; read-only for you.
• Recently closed — the last 30 resolved or closed tickets, for audit.

Reply to a ticket

1. Open Reseller → Tickets and click the ticket in your queue.
2. Type your reply and click Send reply. It appears in the customer’s thread immediately, under an admin badge.
3. Optionally use the assignee control above the thread to assign the ticket to yourself (sub-user staff accounts are not supported yet, so today the only assignee is the owner account).

There is no resolve button on your side — a ticket drops out of your queue into Recently closed when the conversation is closed in the support system. Most tickets are about VICIdial config, agent setup, lists, or carrier routing — things you know better than we do.

Escalate to VICIfast

For platform-level issues (provisioning failures, snapshot restores, billing edge cases, infra outages):

1. Open the ticket and click Escalate, below the reply box.
2. The ticket flips to escalated-to-platform and an audit line is added to the thread so the customer sees the handoff. Low-priority tickets are bumped to normal on escalation.
3. Our team picks it up from the platform queue (/admin/tickets). You can still read the thread but can no longer reply — the reply box is replaced by a notice that the platform team has it.

Good to know

• SLA between you and your customers is your call — VICIfast doesn’t enforce a response window on your queue.
• Your queue shows up to 100 open tickets; if you routinely run hotter than that, escalate earlier rather than letting the tail go stale.
• Once escalated, a ticket stays read-only for you even while the platform team works it — send any extra context before you hit Escalate.