Support Tickets - Overview
Stop losing customers to unanswered problems. OCMLabs Support Tickets gives your Magento 2 store a full help-desk system built directly into the platform, so customers can open tickets, track replies, and get issues resolved without ever leaving your store.
Handle support where your customers already are
Section titled “Handle support where your customers already are”When a customer has a problem, the last thing they want is to hunt down an email address or navigate to a third-party helpdesk. OCMLabs Support Tickets puts a support portal right inside the customer account area. Customers can open a new ticket in under a minute, see every message in the thread, and resolve the ticket themselves once their issue is handled. No external tools, no disconnected inboxes - everything stays in Magento.
Tie tickets directly to products and orders
Section titled “Tie tickets directly to products and orders”Generic support requests are harder to action. OCMLabs Support Tickets lets customers associate a ticket with a specific product or order at creation time, and the admin grid shows that context immediately, without drilling into each record. When your support team sees a ticket about “WSH12-XS-Red”, they know exactly what they are dealing with before reading a single word.
A full conversation thread, not just a contact form
Section titled “A full conversation thread, not just a contact form”Every ticket is a two-way conversation. Customers reply, admins reply back, and the full thread is preserved chronologically on both sides. Status changes happen automatically as the conversation progresses - an admin reply moves the ticket to In Progress, a customer reply to a pending ticket moves it back to Pending, and a customer can mark their own ticket resolved when they are satisfied. The workflow keeps both sides informed without manual bookkeeping.
Email notifications at every step
Section titled “Email notifications at every step”Nobody should have to remember to check a portal. OCMLabs Support Tickets sends automatic email notifications when a ticket is created, when a new reply arrives, and when a ticket is marked resolved - separate templates for the customer side and the admin side. All five templates are configurable from the Magento admin, and you can point admin notifications to any email address you want.
Complete admin control from the Magento backend
Section titled “Complete admin control from the Magento backend”The admin ticket grid gives your support team everything they need: filterable columns for status, priority, category, customer, product, and date; bulk status updates to triage multiple tickets at once; and an edit view that shows the full comment thread alongside the ticket details. Permissions are ACL-controlled, so support staff get access to tickets without touching store configuration.
Purchase-verified tickets
Section titled “Purchase-verified tickets”Tickets can only be opened against products the customer has actually purchased. The create form is populated from the customer’s order history, and the backend rejects any attempt to submit a ticket for a product the customer does not own. This keeps your queue focused on real, in-scope issues and prevents drive-by spam tickets from anonymous product pages.
At a glance
Section titled “At a glance”- Module:
OCMLabs_SupportTicket(Composer:ocmlabs/module-support-ticket) - Magento: 2.4.7 to 2.4.8, Open Source and Adobe Commerce
- PHP: 8.3 or higher
- Statuses: Open, Pending, In Progress, Resolved
- Priorities: Low, Medium, High, Urgent
- Categories: Billing, Shipping, Product Issue, General, Other
- Admin: ACL-controlled access with separate permissions for viewing, managing, deleting, and configuring