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Support Tickets in Britixo: Departments, Email-to-Ticket, and All Ways to Create Tickets.
Understanding Support Tickets in Britixo
In Britixo, a ticket is a tracked support request linked to a customer contact, department, priority, status, and full message history (including attachments). Clients can open tickets from their account area; guest tickets are possible via email-to-ticket.
1) Setting Up Support Departments
Departments route tickets to the right team and are required for email-to-ticket to work.
✅ Create Departments
Go to Setup → Support → Departments .
Click New Department .
Fill in: Department name , choose whether to hide from clients, and set a Department email (used for email-to-ticket).
Save the changes.
Tip: Use one full, real email inbox per department for smooth email-to-ticket operation.
2) Enabling Email-to-Ticket (IMAP)
Email-to-ticket allows customers to email your department address (e.g., support@…) and have Britixo automatically create or update a ticket.
✉️ Prepare the Mailbox
Create a dedicated inbox for each department (e.g., support@, billing@).
Have your IMAP credentials ready: host, port, username, password, and security type (SSL/TLS).
⚙️ Connect IMAP in Britixo
Go to Setup → Support → Departments and edit the department.
Enter the mailbox’s IMAP credentials.
Click Test IMAP connection .
Save.
🔁 How It Works
New emails to the department address create new tickets.
Replies to ticket notifications are added to the existing ticket.
Guests (non-logged-in users) can create tickets by emailing in.
3) Ways Tickets Can Be Created
🧑💻 A) Staff in Admin Area
Go to Support → New Ticket .
Select the Customer , Department , Priority , and enter the ticket Subject and Message .
Attach files if needed, then click Save .
👤 B) Clients in Client Area
Logged-in clients can open new tickets from the Support/Tickets section.
They choose the department, enter details, and attach files if needed.
✉️ C) By Email (Email-to-Ticket)
Clients or guests send an email to the department’s address.
Britixo automatically creates a ticket or updates an existing one.
🌐 D) Via Website Form
Use Britixo’s embeddable ticket form on your website.
Submitted forms automatically generate tickets.
4) Managing Tickets in Britixo
🏷 Priorities & Statuses
Use priorities (Low / Medium / High) to set urgency.
Statuses (Open / In Progress / Answered / Closed) track progress.
Auto-close inactive tickets via Settings → Cron Job → Tickets .
📎 Attachments
Both clients and staff can attach files to tickets.
Allowed file types can be set in Settings .
📨 Email Templates
Customise ticket notifications in Setup → Email Templates → Tickets .
Add your branding and global signature in Settings → Email .
5) Tips for Smooth Ticket Handling
Ensure each department has a unique inbox for email-to-ticket.
Keep your IMAP connection tested and running.
Run the system cron job regularly to import new emails.
Use the embeddable ticket form for easy website integration.
Brand your email templates for a professional client experience.
✅ Remember: Britixo provides a secure, encrypted SMTP email server with every package — free of charge — for sending all ticket notifications and replies.
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🧠 Still need help?
Check out the full documentation or explore our video library or follow the link below to create a support ticket.
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