Release Eggy Ticket Support 1.0.0 – Advanced XenForo Helpdesk

[Eggy]

Eggy Ticket Support​

A powerful, fully configurable support desk built directly into XenForo 2.3.

Eggy Ticket Support gives your community a complete ticketing system without sending members to an external helpdesk.

Create separate support departments, give each one its own ticket references, prefixes, priorities, statuses, intake flows, custom fields and access rules, then manage everything from one clean XenForo support queue.

Different departments can run completely different support workflows while remaining part of the same system.

Custom Ticket References & Sequence Profiles​

One of Eggy Ticket Support's standout features is its Ticket Reference Profile system.

You are not limited to plain ticket numbers such as #1, #2 and #3.

Reference profiles can generate tickets such as:

• #1
• #7DKQ9H2M
• BILLING-#1
• CASE-#YH45E8DC

Profiles support:

• Sequential numbering
• Random references
• Prefix + sequential numbering
• Prefix + random references

Each profile has its own configuration and can be assigned to individual departments.

For example, your Billing department could independently generate:

BILLING-#1
BILLING-#2
BILLING-#3

while General Support could use:

CASE-#YH45E8DC

and another department could continue using:

#1

Departments can share the same reference profile or maintain completely separate profiles.

A global default profile is also available for departments without their own assignment.

The normal numeric XenForo ticket ID remains internal while customers and staff work with the cleaner customer-facing reference.

Changing a profile does not silently rename existing ticket references.

Powerful Ticket Prefixes​

Prefixes make it immediately obvious what a ticket relates to before staff even open it.

Use XenForo's existing label styles or assign your own custom CSS class for completely custom styling.

Prefixes can be:

• Customer selectable
• Staff only
• Active or inactive
• Restricted to specific departments

Staff can also change a ticket's prefix after submission.

Examples include:

• Eggy Fishing
• Refund Request
• Access Issues
• Cancel Renewal

Combined with custom ticket references, prefixes make busy support queues much easier to scan.

Fully Customisable Statuses​

Ticket statuses control both how a ticket behaves and how it looks.

Typical workflows can include:

• Open
• Waiting for staff
• Waiting for customer
• Resolved
• Closed

Each status can be configured with its own:

• Display order
• User visibility
• Staff visibility
• Open-state behaviour
• Customer reply permissions
• Pill background colour
• Pill text colour

Important ticket states can therefore be recognised instantly from the queue.

Custom Priorities​

Priorities are fully configurable rather than being locked to fixed values.

Create priorities such as:

• Low
• Medium
• High
• Urgent

Each priority can have its own:

• Weight
• Display order
• Active state
• Customer visibility
• Customer selectability
• Staff selectability
• Background colour
• Text colour

Customers can select an allowed priority while creating a ticket, departments can define a default priority, intake flows can assign one automatically and staff can change it later.

If no priority is assigned, unnecessary placeholder text is not shown.

Clear Ticket Presentation​

Ticket information is organised so staff can understand the important details quickly.

A ticket can display:

Department · Status · Priority

alongside its prefix, customer-facing reference and subject.

For example:

[Eggy Fishing] CASE-#YH45E8DC
how do i catch fish?

with:

Games & Demos · Open · High

Long subjects are kept separate from the compact ticket identity information so the page stays clean and readable.

Configurable Support Departments​

Create completely separate support areas inside the same system.

For example:

• Billing, Orders & Licensing
• Account & Access
• Games & Demos
• General Support

Departments can have their own:

• Title and description
• Display order
• Active state
• Default status
• Default priority
• Ticket reference profile
• Intake flow
• Available prefixes
• Custom fields
• Attachment settings
• Customer access
• Staff access

This allows each department to behave differently depending on the type of support being provided.

Guided Intake Flows​

Intake Flows guide customers through questions before the final ticket is submitted.

They can collect additional information, send customers down different paths, route requests to another department, assign a priority or even resolve an issue before a ticket needs to be created.

Available step types include:

• Information
• Yes or No
• Single choice
• Multiple choice
• Text
• Textarea
• Number
• URL
• Custom field
• Confirmation
• Resolution

Steps can branch depending on the customer's answer

For example, a Games & Demos flow could ask:

Which game do you need help with?

followed by:

What type of problem are you having?

A Purchase answer could route the request to Billing while a Gameplay answer continues through the Games & Demos workflow.

Branches can continue to another step, submit the process, resolve the enquiry or move the request to another department.

Intake flows also include a preview system so administrators can test them before activation.

Statistics are recorded for started flows, tickets created and enquiries resolved during intake.

Custom Ticket Fields​

Collect exactly the information your support staff need.

Supported field types include:

• Single-line text
• Multi-line text
• Number
• Select
• Radio
• Checkbox
• Multi-select
• URL

Fields support:

• Titles and descriptions
• Required state
• User editability
• Staff editability
• Display order
• Active state

Custom fields can also be assigned to individual departments, allowing Billing to ask completely different questions from Games & Demos or Account Support.

Canned Replies​

Save common staff responses and reuse them whenever needed.

Canned replies can contain a title and message and can be restricted to selected departments or staff groups.

They are ideal for:

• Common troubleshooting steps
• Installation instructions
• Refund information
• Frequently repeated support responses

Ticket Tags​

Create reusable tags for internal organisation.

A single ticket can have multiple tags, such as:

• Billing
• Games
• Bug
• Needs follow-up

Tags are managed through the Admin CP and can be applied directly from the staff ticket controls.

Complete Staff Ticket Management​

Staff can manage tickets directly from the ticket page.

Available controls include:

• Claim an unassigned ticket
• Assign another staff member
• Change status
• Change priority
• Move department
• Change prefix
• Apply tags
• Merge tickets
• Delete tickets where permitted

Tickets can be merged using either their numeric ticket ID or customer-facing ticket reference.

Internal Staff Notes​

Add private notes that customers cannot see.

Internal notes are useful when multiple staff members are working on the same issue and need to record information alongside the normal customer conversation.

Ticket History​

Important ticket activity is recorded throughout the life of the request.

Tracked activity can include:

• Status changes
• Assignment changes
• Department changes
• Priority changes
• Prefix changes
• Tags
• Notes
• Ratings
• Merges

A Familiar XenForo Customer Experience​

Customers get a proper XenForo-based ticket experience rather than being sent to a disconnected third-party helpdesk.

They can:

• Choose a support department
• Enter a subject and message
• Choose available prefixes
• Choose available priorities
• Complete department-specific fields
• Upload attachments where permitted
• Reply using XenForo's familiar editor
• Close their own tickets where permitted
• Reopen tickets where permitted

Attachments​

Attachments can be enabled or disabled per department.

Each department can also define its own maximum attachment count and maximum attachment size.

This allows technical support areas to accept screenshots and supporting files while other departments use stricter limits.

Support Ratings​

Customers can rate the support they receive from 1 to 5 and optionally leave a comment.

Ratings provide a simple way to collect feedback directly against the support ticket.

Search & Filtering​

The support queue includes filters to help staff quickly find the tickets that need attention.

Available filtering includes:

• Search
• Prefix
• Open tickets
• Assigned to me
• Unassigned

The Admin CP provides additional filtering by:

• Department
• Status
• Priority
• Prefix
• Ticket dates

Support Dashboard​

The main support page gives staff an immediate overview of the current workload.

Dashboard counters include:

• Open tickets
• Unassigned tickets
• Waiting for staff
• Waiting for customer

The Admin CP dashboard also provides additional statistics including resolved tickets and response information.

Automated Ticket Maintenance​

Ticket Support can automatically handle routine lifecycle tasks.

Available automation includes:

• Reminders for tickets waiting on the customer
• Automatic resolution after a configured number of days
• Automatic closure of resolved tickets after a configured period

Granular XenForo Permissions​

Ticket Support uses XenForo permissions to control what customers and staff can do.

Permissions cover:

• Viewing tickets
• Creating tickets
• Uploading attachments
• Closing tickets
• Reopening tickets
• Rating support
• Staff ticket viewing
• Staff ticket management
• Assignment
• Internal notes
• Ticket deletion
• Ticket merging

Departments can also restrict access to selected customer and staff groups.

Customers are limited to their own tickets unless they have the appropriate staff permissions.

Additional Configuration​

Ticket Support also includes options for:

• Maximum open tickets
• Ticket list page size
• Custom Ticket Support navigation title
• Enable or disable the navigation entry
• Custom public route
• Global Ticket Support enable or disable
• Customer ticket closing
• Customer ticket reopening
• Ratings
• Internal staff notes

Built for XenForo​

Eggy Ticket Support keeps the entire support experience inside XenForo and uses XenForo's existing accounts, permissions, editor, alerts and styling system.

No separate helpdesk account. No disconnected support platform. One integrated support system for your community.

Requirements​

• XenForo 2.3.0 or newer
• PHP 8.0 or newer