Support tickets opened by customers will show up in yellow in the back end support tickets view when they are still unassigned to a staff member. Once a site admin views the ticket and assigns it to themselves (the simplest way is using the 'Me' link next to the 'Assigned to' menu), they can reply to it.

The customer will receive an email when the ticket is updated. They should enter any follow up comments through the web site rather than by responding to the email, to ensure all comments are linked to the thread. The ticket will show as light grey in the listing.

Once a customer has replied, the admin responsible for the ticket will receive an email notification. The ticket will show again as yellow, meaning that action is required.

Once an issue has been resolved, the ticket can be closed. At this point it will change colour to dark grey.

The status can also be set as 'not sure' or 'unresolved'. Tickets will generally be set to this when you wish to highlight them for future attention rather than immediate attention.