{include file="blocks/sidebar.html"} {* ============ Main column ============ *}

{if $flash_ok}

{$flash_ok|escape:'html'}

{/if} {if $flash_error}

{$flash_error|escape:'html'}

{/if} {* ════════════════════════════════════════════════════════ *} {* VIEW: thread (single ticket + replies + reply box) *} {* ════════════════════════════════════════════════════════ *} {if $action eq 'view' && $ticket}

Back to all tickets

{assign var=th_class value='open'} {if $ticket.status eq 'closed'}{assign var=th_class value='closed'} {elseif $ticket.status eq 'answered'}{assign var=th_class value='answered'} {/if}

T-{$ticket.id|string_format:'%05d'}

{$ticket.subject|escape:'html'}

Status: {$ticket.status|escape:'html'} {if $ticket.cat_name}Department: {$ticket.cat_name|escape:'html'}{/if} Opened: {$ticket.created_at|escape:'html'} {if $ticket.last_reply_at}Last reply: {$ticket.last_reply_at|escape:'html'}{/if}

{foreach $replies as $r} {assign var=is_staff value=($r.author_type eq 'staff')} {assign var=initials value='U'} {if $r.author_name}{assign var=initials value=$r.author_name|truncate:1:'':true|upper}{elseif $r.author_email}{assign var=initials value=$r.author_email|truncate:1:'':true|upper}{/if}

{$initials|escape:'html'}

{$r.author_name|default:$r.author_email|default:'User'|escape:'html'} {if $is_staff}Support staff{elseif $r.author_type eq 'user'}Customer{else}Guest{/if}

{$r.created_at|escape:'html'}

{$r.body|escape:'html'}

{foreachelse}

No replies yet.

{/foreach}

{if $ticket.status neq 'closed'}

{else}

This ticket is closed. Open a new one if you need more help.

{/if} {* ════════════════════════════════════════════════════════ *} {* NEW: create-ticket form *} {* ════════════════════════════════════════════════════════ *} {elseif $action eq 'new'}

Open a new ticket

Tell us what's going on. Be as specific as you can — include server IDs, error messages, timestamps.

{if !$is_user}

Your name

Email address *

{/if}

Subject *

Department

Message * Tip: paste error logs in monospace and include the UTC timestamp.

Cancel

Before opening a ticket

Check our status page for known incidents
Browse the knowledge base for common questions
Bot & webhook issues — pick Telegram / Bots department
Include UTC timestamps + relevant server IDs

Response targets

Urgent	< 15 min
High	< 1 hour
Normal	< 4 hours
Low	< 24 hours

{* ════════════════════════════════════════════════════════ *} {* LIST: signed-in user → their tickets; guest → lookup form *} {* ════════════════════════════════════════════════════════ *} {else}

Support tickets

{if $is_user}

{$my_tickets|@count} ticket{if ($my_tickets|@count) neq 1}s{/if} — average first response under 12 minutes.

{else}

Open a new ticket or look up an existing one by email.

{/if}

Open a new ticket

{if $is_user}

{foreach $my_tickets as $t} {assign var=t_class value='open'} {if $t.status eq 'closed'}{assign var=t_class value='closed'} {elseif $t.status eq 'answered'}{assign var=t_class value='answered'} {/if}

T-{$t.id|string_format:'%05d'}

{$t.subject|escape:'html'}

{$t.cat_name|default:'Support'|escape:'html'} · {$t.reply_count|default:0} repl{if $t.reply_count eq 1}y{else}ies{/if}

{$t.last_reply_at|default:$t.created_at|escape:'html'}

{$t.status|escape:'html'}

{foreachelse}

No tickets yet. Open your first one →

{/foreach}

{else}

Open a new ticket

No account needed — just leave us your email so we can reply.

Create a ticket

Look up your tickets

Already opened one as a guest? Enter your email and we'll send you the links.

{/if}

Need urgent help?

For production outages, set ticket priority to Urgent — we page on-call within minutes.

Open urgent ticket

{/if}