SLA24 Documentation

Agent View

When Paid Support is installed, there are number of new metaboxes that are added to the agent’s ticket view.

Paid Support Details:  Shows the subscription information, order number and the number of tickets open/closed/remaining in the subscription period.

Paid Support Flag:  This metabox contains just one check-box that allow you to remove the ticket from the paid-support queue. This is useful if you want to credit the customer for a bug or if the ticket was a pre-sales ticket.

Manual Order:  This box is useful if you need to take a ticket that wasn’t a paid ticket but then need to add it to the customers subscription account.

Generally speaking your agent should have no reason to change the data in these boxes.

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