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Priority Support & SLA

NationForge Pro's support ticket system lets you track incoming requests, set priorities, and use SLA deadlines to ensure timely responses.

Pro Feature — The support ticket system is exclusively available in NationForge Pro.


Creating a New Ticket

  1. Click Support Tickets in the left sidebar.
  2. Click + New Ticket.
  3. Fill in the fields:
    • Subject — brief summary (e.g. "Billing issue")
    • Description — detailed description of the problem
    • Priority — Low / Normal / High / Urgent
    • Assigned to — which administrator handles the ticket
    • Contact — which person submitted the request (optional)
  4. The ticket is automatically created with "Open" status and an SLA deadline.

Priorities and SLA

Priority SLA Deadline
🔴 Urgent 4 hours
🟠 High 8 hours
🔵 Normal 24 hours
Low 72 hours

The SLA deadline is calculated automatically when the ticket is created. If the deadline has passed and the ticket is still unresolved, the list marks it with a ⚠ red warning.


Statuses

Status Meaning
🔵 Open Received but not yet handled
🟡 In Progress Someone is actively working on it
🟢 Resolved The problem has been solved
Closed Finalized, archived ticket

Replies and Internal Notes

In the ticket detail view, you can reply to the request:

  • Normal reply — visible to the client
  • Internal note — visible to admins only (check "Internal note")

The first response time is automatically recorded and displayed in the ticket details.


Quick Actions

From the right sidebar of the ticket detail view:

  • Mark In Progress — immediately moves ticket to "In Progress"
  • Mark as Resolved — closes the ticket and records the resolution time
  • Reopen — resets the ticket to "Open" status

Filtering and Overview

Three summary cards at the top of the page:

  • Open Tickets — number of active, unresolved tickets
  • SLA Breach — overdue, still unresolved tickets
  • Resolved — summary of closed tickets

Use the filter bar to filter by status, priority, assignee, and enable "Overdue SLA only" view.