Support
The Support module manages player support tickets and live chat operations. Timely support is critical for player satisfaction and retention.
Overview
Access support features through Support in the sidebar. The Support Inbox shows stat cards and a ticket table. Live Chat is available as a sub-page.
Support Stat Cards
| Column / Field | Description |
|---|---|
| Open Tickets | Total unresolved tickets |
| Unassigned | Tickets not yet assigned to an agent |
| Overdue | Tickets past their SLA response time |
| Resolved Today | Tickets closed today |
Support Tickets
Ticket Table Columns
| Column / Field | Description |
|---|---|
| Ticket # | Unique ticket identifier |
| User | Player who submitted the ticket (click to view profile) |
| Subject | Brief description of the issue |
| Category | Issue category: account, payment, bet, technical, other |
| Priority | Color-coded badge: low, medium, high, urgent |
| Status | Open, In Progress, Waiting on Player, Resolved, Closed |
| Assigned To | Support agent handling the ticket |
| Created | When the ticket was submitted |
Filter tickets by status, priority, category, assigned agent, or search by ticket number/subject.
Ticket Resolution Workflow
- 1
Triage new tickets
Review unassigned tickets. Prioritize urgent and high-priority issues first.
- 2
Assign the ticket
Assign to yourself or a team member. Status changes to 'In Progress'.
- 3
Investigate and respond
Review the player's profile and history. Add a reply to the ticket with your findings or resolution.
- 4
Request more information (if needed)
Set status to 'Waiting on Player' if you need additional details from the player.
- 5
Resolve the ticket
Once the issue is resolved, mark the ticket as 'Resolved'. Add a resolution note for the audit trail.
Ticket Detail Drawer
Click any ticket to open the detail drawer showing:
- Full conversation thread (player messages + agent replies)
- Player profile summary with quick links
- Internal notes (visible only to agents, not the player)
- Status change history
- Related tickets from the same player
Support Best Practices
Live Chat
The Live Chat page (Support > Chat) shows active chat sessions. The platform uses an AI-assisted chat system (powered by Gemini) for first-response, with escalation to human agents.
Features:
- Active Chats — View ongoing player conversations
- Queue — Players waiting for a human agent
- Agent Performance — Response times and resolution rates
- Join Chat — Take over from AI and respond directly
- Transfer Chat — Route to a different agent or team
- View History — Access completed chat transcripts