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<title>Tickets &amp; Portal: Maian Support v2.0 - Documentation</title>
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    <p class="head">Overview</p>
    
    <p class="info">
    In the admin area you can view open or closed tickets via the 'Tickets' menu. Only closed tickets can be deleted.
    </p>
    
    <p class="head">Adding Replies</p>
    
    <p class="info">
    Select open or closed tickets and click the icon on the right to view the ticket. Use the edit icons to edit ticket data, use the box at the bottom of the page
    to add a new reply.
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    <p class="head">Open, Close &amp; Lock</p>
    
    <p class="info">
    When viewing a ticket, these 3 options appear at the top of the page. This is to quickly close, open or lock a ticket. Tickets locked cannot be re-opened by visitors.
    </p>
    
    <p class="head">Add Existing Response</p>
    
    <p class="info">
    If you want to use a predefined response, select it from the drop down menu. Only responses set for 'All Departments' or the ticket department will be shown.
    </p>
    
    <p class="head">Adding Response with Reply</p>
    
    <p class="info">
    If you want to add your new reply as a standard response, set the 'Add Response' option to YES. When you select this option a small pop up appears asking you for a title
    for your new response. Select something that will easily identify this response next time.
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    <p class="head">Attachments</p>
    
    <p class="info">
    Use the browse button(s) provided to add attachments. There are no restrictions on admin attachments.
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    <p class="head">Change Ticket Status</p>
    
    <p class="info">
    You can alter the ticket status after the reply by selecting the relevant option from the drop down menu.
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    <p class="head">Send Mail</p>
    
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    You can choose whether to send e-mail notification of the reply. By default its YES, but select NO if you don`t wish a visitor to know a response has been made.
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    <p class="head">Merge Tickets</p>
    
    <p class="info">
    Maian Support enables you to merge a ticket to another ticket opened via the same e-mail. Click in the form box for the 'Merge with Ticket' option and a pop up
    window will appear with applicable tickets. Click the icon provided to load the ticket ID into the box. Once this is done close the window.<br /><br />
    
    If a ticket is merged, the new ticket gets deleted and the data is appended to the specified ticket. The original new ticket data is converted to a reply on the
    previous ticket. For example, say you had a ticket with 1 reply and then merged it with another ticket with 2 replies. The original ticket would now have 4 replies because the new tickets original message has also been
    converted to a reply. Try it to understand it better.
    </p>
    
    <p class="head">Search Tickets</p>
    
    <p class="info">
    Use the option on the tickets menu to search tickets. At least 1 parameter is required.
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    <p class="head">Portal</p>
    
    <p class="info">
    A few admin portal options are available via the 'Tools' menu. 
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