The Admin Support Inbox is where you and your team manage all customer tickets. Every ticket shows you the customer’s details, their license key, and the full conversation – so you have everything you need to resolve issues quickly without switching between different systems.
Where to find it: In your WordPress admin, go to License Verification → Support.
The Ticket List
The Support page shows all tickets in a list, sorted by most recently updated. At a glance you can see the ticket number, subject, customer name, priority, status, and when the ticket was last updated.
| Column | What It Shows |
|---|---|
Ticket # |
The unique ticket number (e.g. WLV-1042). Click it to open the full ticket conversation. |
Subject |
The title the customer gave to their request |
Customer |
The customer’s name and email address |
Priority |
Normal, High, or Urgent – set by the customer when they submitted the ticket |
Status |
Open, Pending, or Closed – you control this from the ticket page |
Updated |
When the ticket was last replied to (by staff or customer) |
Use the filter bar at the top to show only tickets with a specific status or priority. For example, filter by “Urgent” to prioritise the most critical requests first.
Inside a Ticket – What You See
When you click a ticket number, you enter the full ticket view. This page is divided into three main areas:
| Area | What It Contains |
|---|---|
Customer panel |
The customer’s name, email, account registration date, and a link to their WordPress user profile |
License panel |
The specific license key this ticket is about – its status, expiry date, plan name, and linked product. You can click the key to jump directly to its license edit page. |
Conversation thread |
All messages in chronological order – the customer’s initial message, your staff replies, and any attachments uploaded. Each message shows who sent it and when. |
How to Reply to a Ticket
1. Open the ticket
Go to License Verification → Support and click the ticket number.
2. Scroll to the reply form at the bottom
Below the conversation thread, there is a text area for your reply.
3. Type your message
Write your response. You can include formatted text, links, and code snippets. Be specific and helpful – the customer will receive this as an email notification.
4. Optionally attach files
If you want to share a screenshot, a file, or an updated version of your software, use the attachment field to upload it along with your reply.
5. Change the status if needed and click Send Reply
Before sending, consider updating the ticket status (see below). Then click Send Reply to post your message. The customer will immediately receive an email notification with your reply.
Changing Ticket Status and Priority
You control the ticket status – customers can only read it, not change it. Use status changes to manage your workflow:
| Status | When to Use It |
|---|---|
Open |
The default state. Use this when the ticket needs action from your team. All new tickets start here. |
Pending |
You have replied and are waiting for the customer to provide more information. Moves the ticket out of your “needs action” queue until they respond. |
Closed |
The issue is resolved. Close the ticket after confirming the customer’s problem is solved. Closed tickets are archived but still viewable. |
You can also change the Priority from the ticket page. If you realise a customer’s “Normal” ticket is actually a critical bug affecting many users, upgrade it to “Urgent” so it stands out in the list.
Email Notifications
The system sends automatic email alerts for all important ticket events. These notifications are managed through WooCommerce → Settings → Emails (each can be enabled, disabled, and customised separately):
| Sent To | When | |
|---|---|---|
New ticket created – admin alert |
Your admin email address |
Immediately when a customer submits a new ticket |
New ticket created – customer confirmation |
The customer |
Immediately after they submit the ticket, confirming receipt with the ticket number |
Staff reply notification |
The customer |
Every time a staff member replies to their ticket |
Customer reply notification |
Your admin email address |
Every time the customer adds a new message to an open ticket |
Ticket status changed |
The customer |
When you change the status (e.g. from Open to Closed) |
To configure or customise these email notifications, go to WooCommerce → Settings → Emails and look for the “Woo License Verification” section. You can change the subject line, heading, and whether each notification is enabled or disabled.
Tips for Efficient Support
- Check the license panel on every ticket before replying. It shows you the customer’s exact license status, expiry date, and activation count – answering 80% of common questions before you have read a word of the customer’s message.
- Set tickets to Pending after asking a question. This removes them from your “needs response” view and reminds you the ball is in the customer’s court.
- Close tickets promptly when resolved. A long list of “Open” tickets is hard to work through – closing resolved ones keeps your inbox clean and shows accurate metrics.
- Attachments from customers (screenshots, logs) are stored securely on your server. If a customer attaches something suspicious (an executable file, for example), do not download or open it.
- If you can directly resolve a customer’s issue by editing their license (extending expiry, freeing an activation slot), do it from the License panel link inside the ticket before replying. Then tell them in your reply what you have done – it makes your support feel instantaneous.