支援工單系統 / Support Ticket System

Toppay 包含完整的支援工單系統，用於簡化使用者的查詢、抱怨或服務請求處理。工單可依狀態分類並指派到不同類別，以便有效追蹤與解決問題。
Toppay includes a full support ticket system designed to streamline user inquiries, complaints, and service requests. Tickets can be filtered by status and assigned to categories for proper tracking and resolution.

工單工作流程 / Ticket Workflow

• 待處理的票：使用者提交的新請求，等待管理員的首次回應。
  Pending Tickets: New user requests awaiting the administrator's initial response.

• 進行中票：目前由客服或管理團隊處理中的工單。
  In-Progress Tickets: Tickets currently being handled by support or administrative staff.

• 關閉票數：已解決的請求，並存檔以備日後參考。
  Closed Tickets: Resolved requests archived for future reference.

• 全票：集中檢視所有狀態的工單於同一位置。
  All Tickets: A unified view showing tickets across all statuses.

票務詳情查看 / Ticket Details View

點擊「立即支援」後即可開啟工單對話，客服管理員可在此回覆訊息、附加檔案並追蹤完整工單歷史。
Clicking “Support Now” opens the ticket conversation, where support admins can reply, attach files, and track full ticket history.

• 工單識別碼：問題的唯一識別碼（例如：#ZIVWBAW）。
  Ticket ID: The unique identifier for the issue (e.g., #ZIVWBAW).

• 優先權：以視覺標籤呈現緊急程度（例如：高、中、低）。
  Priority: A visual label indicating urgency (e.g., High, Medium, Low).

• 訊息串：管理員與使用者的訊息會依時間順序顯示。
  Message Thread: Messages between the admin and user are grouped chronologically.

• 附件檔案：可附加圖片或文件以協助釐清問題。
  Attachments: Buttons allowing images or documents to be added for clarification.

支援類別管理 / Support Category Management

管理員可透過支援類別選單定義工單類別（例如：錢包、交易、一般），以協助有效分類與路由請求。
Administrators can define ticket categories (e.g., Wallet, Transactions, General) through the support category menu to help organize and route requests efficiently.

使用案例範例 / Use Case Example

1. User submits ticket: "Deposit not reflected"
2. Ticket enters "Pending" state.
3. Admin reviews and responds, updates to "In Progress".
4. After resolving, Admin marks it "Closed".
5. Ticket remains in "All Tickets" for record keeping.