How to create a Support ticket system?

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Hello Wix Community,

I hope this message finds you well.

I am currently in the process of developing a support ticketing system on my Wix site and would greatly appreciate any guidance or advice from those with experience in this area. My aim is to create a comprehensive system that caters to professionals in need of tech support, featuring video tutorials, downloadable resources, and live chat capabilities. Below are the key features I envision for the system:

  1. User-Friendly Interface
  • Simple and intuitive for ticket submission and management.
  • Easy navigation to support resources and live chat.
  1. Ticket Submission Form
  • Detailed form for issue description with file upload capability.
  • Categories for different types of support (e.g., Technical, Customer Service, Billing).
  1. Ticket Management System
  • Dashboard to track open, pending, and closed tickets.
  • Automated ticket ID generation and email notifications.
  1. Knowledge Base Integration
  • Library of video tutorials and downloadable guides.
  • Search functionality for easy access to relevant resources.
  1. Live Chat Support
  • Real-time chat feature for immediate assistance.
  • Integration with ticketing system to create tickets from chat sessions.
  1. Customer Portal
  • Secure login for users to view ticket history and status.
  • Ability to add comments or additional information to tickets.
  • Feedback system for rating the support experience.
  1. Admin Dashboard
  • Centralized dashboard for managing tickets and support staff.
  • Analytics and reporting tools to monitor performance.
  1. Automated Responses and Escalations
  • Automated responses for ticket acknowledgments.
  • Escalation rules for urgent issues.
  1. Mobile Compatibility
  • Responsive design for mobile access.
  • Mobile notifications for ticket updates and live chat messages.

I am particularly interested in any advice on:

  • Best practices for integrating these features in Wix Studio.
  • Recommended apps or plugins that can enhance the functionality.
  • Tips for ensuring a seamless user experience.
  • Any potential challenges and how to overcome them.

Thank you in advance for your assistance. Your expertise and insights will be invaluable in helping me create a robust support system that meets the needs of my users.

Best regards,

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Hi Anthony,
That will be a tough challenge. You have to use Unlimited CMS quota to make Ticket Management System (but make sure to delete it after a specific time to reduce CMS requests). Also For Library of video, You have to add the reference to the collections to connect different fields with video tutorials collection. For Live chat, you can use Wix Chat (there is a automations available for Wix Chat).For analytics , there is Wix analytic and you can integrate the google analytic after upgrading the site. But for Mobile notifications, you have to search some apps in Wix Marketplace or if you’re expert at velo, just code with velo . There is a video for Notifications in Youtube (1hour 30 mins long). For Ticket Submission Form, use Wix Booking app and Event App.

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Ill look into those suggestions, but what do you mean by delete by a specific time? It is kinda the idea to resolve issues in a prompt manner then erase.

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I mean you should put the history of total tickets (solved support tickets) into excel file or google sheet if you’re built tickets with CMS , So you will not cost much traffic request for CMS.
It’s for optimizing your site performance.
And By the Way, it’ll be a hard one to build analytics and tracking tools in Admin Dashboard because user visited times and IDs might take more CMS items to track.

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