Support Tickets
Overview
What this module does
A product-page FAQ accordion with automatic FAQPage JSON-LD, managed from the Magento admin. Accessible by default, reusable across products, no theme edits.
A full help-desk, built directly into Magento 2
OCMLabs Support Ticket turns your customer account area into a real support portal. Customers open tickets, track replies, and resolve issues without ever leaving your store - and your team handles every conversation from the Magento admin they already use. No third-party helpdesk, no disconnected inboxes, no monthly seat fees.
Conversation threads, not one-off contact forms
Every ticket is a two-way thread. Customers reply, admins reply back, and the full chronological history is preserved on both sides. Status updates automatically as the conversation progresses - admin reply moves a ticket to In Progress, a customer reply moves it back to Pending, and customers can mark their own issue resolved when they're satisfied.
Tickets tied to real products and orders
Customers can link a ticket to a specific product or order at creation time, and the admin grid shows that context immediately - no drilling in required. Tickets can only be opened against products the customer has actually purchased, and the list of linkable orders comes from their real purchase history, not user input.
Five automated email touchpoints
Nobody has to remember to check a portal. Separate email notifications fire on new ticket, admin reply, customer reply, and ticket resolution - for both the customer side and the admin side. Templates are fully configurable from Marketing > Email Templates, and admin notifications can point at any inbox you want.
Admin grid built for triage, not data entry
Filter by status, priority, category, customer, product, or date range. Bulk-update status across multiple tickets to clear a queue in one pass. The edit view puts the full comment thread alongside the ticket details. Staff can work tickets without touching store configuration - access is ACL-gated with four discrete permission levels.
Scoped to your store, out of the box
Customer-facing ticket lists are scoped to the current store - on multi-store installations, customers never see tickets created under a different store. A Support button on every product page starts a ticket with that product pre-selected when a logged-in customer clicks it. Admin save, delete, and reply flows log internal errors to the system log and surface clean user-facing messages, so stack traces never leak to staff.
Screenshots
See the interface before you buy
Storefront accordion, admin FAQ grid, the edit form with its product picker, and the generated JSON-LD as it lands in page source.
Change Log
What changed in recent releases
Version notes and release history for this module.
1.0.5
Changed
- Admin ticket grid: each row now has a single "View" action that opens the ticket detail page. The separate "Delete" action has been removed.
- Admin ticket detail: the customer name is now a link that opens the customer's account page in a new browser tab, replacing the previous greyed-out text box.
- Admin ticket detail: Created At and Last Updated are now displayed as plain text rows, replacing the previous greyed-out text boxes.
1.0.4
Added
- Module Information card at the top of Stores > Configuration > OrangeCollar > Support Tickets showing the installed module version and quick links to the ticket manager and the documentation site.
1.0.3
Changed
- Internal release packaging adjustment. No functional or storefront changes.
1.0.2
Changed
- Internal release packaging adjustment. No functional or storefront changes.
1.0.1
Added
- Adobe Commerce edition compatibility. The module is now distributed as a separate commerce package that installs on Adobe Commerce and blocks installation on Magento Open Source.
Security
- Tickets can only be opened for products the customer has actually purchased. Attempts to submit a ticket against a product the customer does not own are rejected.
- Order references on new tickets are now derived from the customer's purchase history, not from form input.
- Customer-facing ticket lists and ticket pages are scoped to the current store. On multi-store installations, customers no longer see tickets created under a different store.
Fixed
- Admin ticket save, delete, and reply actions now show a consistent user-facing error message when something goes wrong, instead of surfacing raw database error detail.
- Internal errors during ticket submission, reply, and resolution are now recorded in the system error log for troubleshooting instead of being silently discarded.
Requirements
- Now targets Magento 2.4.7 and 2.4.8. Installation on Magento 2.4.9 is blocked until the module has been retested against it.
Support & Documentation
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