Creating a Ticket from the Admin #

Support agents and administrators can create tickets directly from the admin:

1. Go to Support Desk → Tickets in the DDLS Core admin shell.
2. Click Add New Ticket.
3. Fill in:
4. Subject — Brief description of the issue.
5. Description — Full details.
6. Customer — Select the WordPress user (customer).
7. License — The associated DDLS Core license (auto-populated from customer).
8. Priority — Urgent, High, Normal, or Low.
9. Category — Ticket category (optional unless required in settings).
10. Click Create Ticket.

On creation, the system automatically:
– Assigns a ticket number in format TICK-YYYYMMDD-XXXXX (prefix configurable in settings).
– Calculates the SLA due date based on priority policy.
– Sends a confirmation notification to the customer (if auto-reply is enabled).
– Checks for duplicate tickets (same subject + customer within 24 hours) and flags if found.