--- title: How to Reply to and Manage WooCommerce Support Tickets description: Reply to tickets, add private notes, change status, link orders and reassign tickets from the Helpdesk ticket screen. url: "https://wpfactory.com/docs/helpdesk-reply-manage-support-tickets/" updated: "2026-09-27" category: How to --- # How to Reply to and Manage WooCommerce Support Tickets To reply to a WooCommerce support ticket, go to **WPFactory > Support Tickets** (also under **Support Tickets** in the admin menu), open the **Tickets** tab and click the ticket title. [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) lets you reply, add private notes, change the status and reassign the ticket from that screen. ![single ticket edit screen showing Ticket Content, Responses, New Response, Ticket Info and Assign to User boxes](https://wpfactory.com/wp-content/uploads/helpdesk-reply-manage-support-tickets-1.png) ## Before you start - You need an Administrator account, or a role set in **Default User Role for Ticket Assignment** that can also edit pages (tickets use the same permissions as WordPress pages). - To email the customer when you reply, tick **Notify Customer by Email** on the Notifications settings tab. ## Find the right ticket The **Tickets** tab lists every ticket with these columns: Title, Subject, Priority (shown in the priority color), Status, User, Order, Assignee, Last Response and Date. Use the dropdowns above the list to filter by status, priority or subject, then click **Filter**. The **Dashboard** tab counters (ALL, OPEN, IN PROGRESS) are shortcuts to the same list. ## How to reply to a ticket 1. Go to **WPFactory > Support Tickets** and click the **Tickets** tab. 2. Click the ticket title to open it. 3. Read the customer's message and files in the **Ticket Content** box, and earlier messages in the **Responses** box. 4. Type your answer in the **New Response** box. 5. Optionally, in the **Status** box on the right, tick **In Progress** or **Closed** and untick the previous status. 6. Click **Update**. The reply is saved to the Responses list, the customer sees it in My Account, and the assignee and customer emails are sent if they are enabled. ## What each box on the ticket screen does | Box | What it is for | | --- | --- | | Ticket Content | The customer's original message (Issue) and any attached files. | | Responses | All public replies with the date, who sent them (customer, admin or site) and attachments. Each row has a **Delete** link. | | New Response | Write a public reply. The customer can read it. | | Private Notes | Internal notes with the date and author. Customers never see them. | | New Private Note | Write an internal note for your team. No email is sent for notes. | | Ticket Info | The linked order (with a link to it), a **Change Order** or **Select an Order** dropdown, the customer and the current assignee. | | Assign to User | Pick a role in **Select a Role**, then a person in **Select a User**, to reassign the ticket. | | Status, Priority, Subject | Standard WordPress term boxes to change the ticket's status, priority and subject. | ## Ticket statuses Helpdesk creates three statuses on first run: - **Open:** set automatically on every new ticket. - **In Progress:** set it yourself while you work on a ticket. It has its own counter on the Dashboard. - **Closed:** set it yourself, or the customer sets it by ticking **Close Ticket** when replying. Customers cannot reply to closed tickets, and you can hide closed tickets from the front end with **Show only Open in Frontend**. ## Link or change the order on a ticket Tickets opened from the Get Help button or an order page are linked to that order automatically. To link a ticket to a different order, choose it in the **Change Order** dropdown (or **Select an Order** if none is linked) in the Ticket Info box and click **Update**. ## Delete a ticket Move the ticket to the Trash from the Tickets list. When a ticket is permanently deleted, Helpdesk also deletes its public responses and the files attached to it from the Media Library. ## FAQ ### Can I attach a file to my reply? No. The New Response box in wp-admin is a text editor without a file upload field. Customers can attach files to their tickets and replies when attachments are enabled. ### Does the customer get an email when I add a private note? No. Private notes are stored separately from responses, are not shown in My Account and do not trigger any email. ### Can I reply to tickets from the front end? Administrators see all tickets in the front-end ticket area, and other staff see the tickets assigned to them. Users who can manage WooCommerce can post a reply there too, but the wp-admin ticket screen gives you private notes, status changes and reassignment. ### Which emails are sent when I reply from wp-admin? If enabled, the assignee (**Notify Assignee by Email**) and the customer (**Notify Customer by Email**) are emailed. The admin address is not emailed for your own replies. See [ticket email notifications](https://wpfactory.com/docs/helpdesk-ticket-email-notifications/). ### Get Helpdesk Ticket management is part of [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) Pro. To route tickets to the right person automatically, see [how to assign support tickets to agents](https://wpfactory.com/docs/helpdesk-assign-tickets-to-agents/). Need a hand? Our team answers every ticket on the [Helpdesk support forum](https://wpfactory.com/support/item/helpdesk-support-ticketing-system-for-woocommerce/). Related articles - [How to Allow File Attachments on WooCommerce Support Tickets](https://wpfactory.com/docs/helpdesk-ticket-file-attachments/) - [How to Set Up Support Ticket Subjects and Priorities](https://wpfactory.com/docs/helpdesk-ticket-subjects-priorities/) - [How to Let WooCommerce Customers Open Support Tickets](https://wpfactory.com/docs/helpdesk-customers-open-support-tickets/) - [How to Set Up a WooCommerce Support Ticket System](https://wpfactory.com/docs/how-to-use-support-ticket-system-to-your-woocommerce-store/) - [Helpdesk Support Ticket System Troubleshooting](https://wpfactory.com/docs/helpdesk-troubleshooting/)