Tickets, notifications and newsletters
On this page
Three ways to talk with your dealers, each for its own kind of message:
- Support tickets are conversations: a question, a complaint, a payment query, with replies and attachments until it is solved.
- Notifications are short notices in every panel's bell: a price change, a holiday, a reminder.
- Newsletters go out by e-mail, SMS or WhatsApp to many people at once.
Support tickets
The queue
Admin → Support Tickets (permission View support tickets) opens with four tiles: All tickets, Open, Awaiting your reply and Closed. The sidebar shows how many tickets are open or awaiting your reply.
Filter by ticket number or subject, dealer, status and priority. The list puts the tickets that need you first: those awaiting your reply, then open ones, each sorted by priority (urgent first). Each row shows the subject, number, who opened it, dealer, department, priority, number of replies, last update and status. Tick several and press Close the ticked tickets, or × to delete one with all its replies and files.
Statuses
| Status | Meaning |
|---|---|
| Open | A dealer opened it and nobody has answered yet. |
| Answered | Head office replied. The dealer's turn. |
| Customer Reply | The dealer wrote again. Your turn. |
| On Hold | Parked, for example while a part arrives. |
| Closed | Solved. Nobody can reply until it is reopened. |
The statuses move by themselves: a staff reply sets Answered, a dealer reply Customer Reply. You can always set one by hand.
Answering
Open a ticket to see the whole conversation; staff messages carry a Staff badge, and attachments are listed under the message they came with.
The Reply box takes Your reply and one Attachment. Two options:
- Close the ticket after replying;
- Also e-mail the dealer's address (ticked by default), using the ticket reply e-mail template.
Post the reply also puts a notification in the dealer's bell. The first person who replies is assigned the ticket, unless someone already was.
On the right, the Ticket card shows the number, status, priority, department, dealer, who opened it, who it is assigned to, and the dates. The Manage card changes the Status, the Priority (Low, Medium, High, Urgent) and Assign to (any active staff member); each has its own Set button. Reach the dealer has the dealer's phone number and a WhatsApp button with the ticket number already written.
Changing tickets needs the permission Reply to and close tickets.
Opening a ticket yourself
+ New ticket opens Open a ticket with a dealer: choose the Dealer (or internal note for a note among staff), the Department (General, Sales, Technical, Warranty, Accounts), the Priority, a Subject, the Message and an Attachment. The dealer is notified. Ticket numbers use the prefix from Settings → Company & invoice → Ticket prefix, for example TKT-2026-0007.
The dealer's side
Dealer portal → Support Tickets lists the dealer's own tickets, with their support phone and a WhatsApp support button when you have filled in Settings → Support contacts. + New ticket asks for the subject, department, How can we help?, priority and an attachment; your staff get a New ticket notification. In a ticket the dealer can reply with a file, press This is resolved — close it, or Reopen the ticket later. The Ask about payment button on an unpaid invoice and Contact head office in the dealer's menu both open a new ticket.
Attachments may be pictures, PDF, Word, Excel, ZIP or text files, up to the size set in Settings → General → Maximum upload size (MB) (8 MB by default).
Notifications
The bell
Every panel, admin and dealer, has a bell in the top bar. The red number counts unread notifications; the panel shows the latest twelve, Mark all read, and See all notifications. Opening a notification marks it read.
Many notifications are made by the system itself: a new application, a new ticket or reply, stock allocated, a price list published, a free item added, an invoice past its due date, a payment reported, a claim decided.
Sending one
Admin → Notifications (permission Send dashboard notifications) has a Compose card:
| Field | Notes |
|---|---|
| Title | Required. |
| Message | The text. |
| Send to | Everyone, All dealers, Staff only, One dealer or One user. |
| Tone | Information, Good news, Warning or Urgent: the colour it is shown in. |
| Icon | An emoji, 🔔 by default. |
| Link (optional) | Where the notification leads when clicked. |
| Also send by | E-mail and SMS, on top of the bell. |
One dealer reaches every login of that dealership; One user reaches one person, staff or dealer. With E-mail ticked, each recipient gets the notification e-mail template; with SMS, the A notice sent to dealers by SMS message, shortened to about 120 characters. The message after sending says how many e-mails and SMS were delivered.
Sent notifications lists everything sent, by you and by the system, with the audience, the source, how many people have read it, and × to delete it.
Newsletters
Admin → Newsletter (permission Compose & send newsletters) is for a real campaign: a new product launch, an Eid greeting, a training day in Dhaka.
The Compose card:
- Subject (required);
- E-mail body, where
{name},{company},{site}and{subject}are filled in for each person; - SMS / WhatsApp text, a short version; left empty, the e-mail body is used without its formatting;
- Audience: Dealers, Sub-dealers, Staff (each with how many there are), Everyone, or Pick dealers… to choose from a list;
- Channels: E-mail, SMS (greyed out while the SMS gateway is off) and WhatsApp.
Send now sends to every active recipient on every ticked channel; Save as draft keeps it in the history without sending. E-mails go out inside your e-mail header and footer.
With WhatsApp in click-to-chat mode nothing leaves the server, so after sending a card WhatsApp chats ready shows one button per recipient: click each one and press send in WhatsApp. With GREEN-API or another API mode they go out by themselves. See E-mail, SMS and WhatsApp.
The History card lists the last 25 newsletters with audience, channels, how many were sent and failed, when, and the status. The Recent delivery log shows the last twelve messages the system sent by any channel, with the reason in red for each one that failed.
For a quick message to a few numbers, Settings → SMS gateway → Send a message is simpler. For a campaign use the newsletter, which keeps a record of who got what.