Folders for help desk tickets
The tickets list already filters by status, agent and client. Some groups have no field at all: every ticket about one bug, one client website or one feature request.
Plathix PRO adds private folders to the Awesome Support tickets list. Group tickets your own way and open just the folder you need. Status, agent, replies and what the client sees stay as they are.
The help desk knows status and agent. Your work is grouped by problem.
Awesome Support already filters tickets by status, agent and client. That answers who works on what.
It does not answer “which tickets are about the login bug?” or “what did client site A ask this year?”. Agents keep those lists in notes or in their heads.
One problem, many tickets
Support teams talk about lost time more than lost tickets. The answer is often already there, in a ticket nobody can find.
Some days you spend hours on a problem, then find out there is already an open ticket for it.
After one update, the tickets spike: many people report the same issue on the same day.
Engineers jump between old chat messages and emails to find how someone solved a similar issue before.
Each person on the first line files the same kind of ticket under a different category.
A folder per problem, per client site or for good answers keeps those tickets in one place. Status, agent and replies stay as they are.
Folders for the groups your help desk has no field for
By bug
When one problem brings many tickets, put them in one folder. When the fix ships, you have the whole list in front of you.
By client site
Agencies that support many client websites from one help desk keep each site’s tickets together.
Feature requests
Requests from many clients collect in one folder, ready for the next planning meeting.
Good answers
Tickets with a reply worth reusing go to Good answers, for training new agents or writing help articles.
A folder panel beside your ticket filters
The All Tickets list
The panel sits beside the Awesome Support tickets list. Click a folder and the list shows only its tickets.
Your filters stay
Search and the status tabs work inside the open folder. Awesome Support’s own filters stay on the screen.
A Folder column
Every row shows its folder, beside Status, Agent and the other ticket columns.
A link for each folder
Send a teammate the link to the Login bug folder instead of a list of ticket numbers.
Clients never see your folders
| What you do | What changes | What stays as it is |
|---|---|---|
| Put a ticket in a folder | Its Plathix folder | Its status, agent, priority and replies |
| Close a ticket | Its state in Awesome Support | Its folder: closed tickets stay filed |
| Rename or move a folder | The folder tree in wp-admin | The ticket page your client sees |
| Trash a ticket, then restore it | Its Trash state | Its folder: it comes back to the same place |
| Turn Plathix PRO off | The list looks like plain WordPress | Your folders wait in the database and come back |
Folders change no status or agent, and never appear on the site.
How we test Awesome Support tickets
We run each check on a live site with Plathix PRO and the current Awesome Support version, on the real All Tickets screen.
Status Planned
Results go to Plathix Lab. Each row turns into a link once it has run.
| Check | What we verify | Status |
|---|---|---|
| Enable tickets | Turn on tickets in Enabled Sections; the panel appears on All Tickets. | Planned |
| Closed tickets | With Hide Closed Tickets on: folder count and visible list side by side. | Planned |
| Agent view | An agent who sees only assigned tickets opens a folder. | Planned |
| Plugin filters | Folder filter together with the agent, client and status filters. | Planned |
| Status unchanged | Move a ticket between folders: status, agent and replies stay the same. | Planned |
| Trash and restore | A trashed ticket comes back to its folder. | Planned |
Ticket folders FAQ
Why does a folder show more tickets than the list?
Do folders change a ticket’s status or agent?
Can clients see the folders?
Do folders replace products or departments?
Is this in Plathix Free?
Related pages
Keep answering in Awesome Support. Keep each bug’s tickets together.
Tickets by bug, client site or request, in folders you choose. Status, agent and replies stay as they are.