{"url":"https://nexovirt.com/features/support-tickets","title":"Support tickets and FAQ in your Proxmox portal · NexoVirt","description":"Answer customers inside the panel: a ticket chat with live replies, optional topics, email notifications and a searchable FAQ help page in the customer portal.","markdown_url":"https://nexovirt.com/features/support-tickets.md","sections":[{"heading":"Support tickets and a help page for your hosting customers","content":"NexoVirt has customer support built in: customers open a ticket in the portal, optionally about one of their servers, and you answer in the same chat in the panel. A Help page with your answers to common questions sits next to it, so many tickets are never written.\n\n[Install free](https://docs.nexovirt.com/getting-started/installation/) [Read the Support tickets & FAQ guide](https://docs.nexovirt.com/guides/support/)\n\n![Support tickets & FAQ in the NexoVirt panel](https://nexovirt.com/assets/img/screenshots/ticket-chat-light.webp?v=1793111508)"},{"heading":"What it does","content":"A ticket chat with live replies and a searchable FAQ in the customer portal.\n\n- ### A ticket chat\n\nMessages appear as a chat that sends without reloading, and new replies show up within seconds on both sides.\n- ### One inbox for your team\n\nSupport, Tickets lists every ticket with customer, topic and status, and the menu shows how many are waiting.\n- ### Optional topics\n\nAdd topics such as Billing or Technical, and customers pick one when they open a ticket.\n- ### Email both ways\n\nNew tickets and replies reach your support address, and customers get an email for every answer.\n- ### A searchable help page\n\nPublished FAQ entries appear on the portal Help page in your order, with a search field and a link to open a ticket.\n- ### Switch per customer\n\nHelp and tickets are portal features you turn off for everyone or for single customers."},{"heading":"Why not just use the Proxmox web UI?","content":"Proxmox VE runs the virtualization. NexoVirt adds the layer around it. Support tickets & FAQ, task by task:\n\n| Task | Proxmox web UI | NexoVirt |\n|---|---|---|\n| A customer needs help with a server | Email or an external helpdesk | A ticket in the portal, linked to the server |\n| Answer common questions once | A separate wiki | A Help page in the portal |"},{"heading":"How to use it","content":"Up and running in 3 steps, all in the panel.\n\n1. Add FAQ entries under Support, FAQ and publish them.\n2. Optionally add topics and the notification address on Support, Tickets.\n3. Answer tickets in the chat and set their status.\n\n[Support tickets & FAQ: step-by-step guide in the docs](https://docs.nexovirt.com/guides/support/)"},{"heading":"See it in the panel","content":"Real screenshots from NexoVirt, with demo data.\n\n![The same ticket in the customer portal.](https://nexovirt.com/assets/img/screenshots/portal-ticket-light.webp?v=1793111508)\n\nThe same ticket in the customer portal.\n\n![The Help page: your FAQ, searchable.](https://nexovirt.com/assets/img/screenshots/portal-help-light.webp?v=1793111508)\n\nThe Help page: your FAQ, searchable."},{"heading":"Support tickets & FAQ FAQ","content":"Can customers attach files to a ticket?No. Tickets are plain text and shown escaped, so nothing a customer types can run in your panel.\n\nIs there a limit against ticket spam?Yes. A customer can open up to 10 tickets and write up to 30 messages per hour."},{"heading":"Related pages","content":"- [ Self-service portal Fewer tickets: customers fix things themselves. ](https://nexovirt.com/proxmox-self-service-portal)\n- [ Customer portal A scoped self-service portal, so customers manage their own servers. ](https://nexovirt.com/features/portal)\n- [ Email & branding Branded mail over your own SMTP, with editable templates and a live preview. ](https://nexovirt.com/features/email)\n- [ Users, access & security Admins and customers, guest ownership, TOTP 2FA, impersonation and an audit log. ](https://nexovirt.com/features/security)\n- [ All features Everything NexoVirt adds to Proxmox VE. ](https://nexovirt.com/features)"},{"heading":"Start running NexoVirt today","content":"Free for homelabs with unlimited VMs on up to 2 nodes. Running a hosting business? Upgrade in place when you grow, no migration.\n\n[Install free](https://docs.nexovirt.com/getting-started/installation/) [See pricing](https://nexovirt.com/pricing)"}],"faq":[{"question":"Can customers attach files to a ticket?","answer":"No. Tickets are plain text and shown escaped, so nothing a customer types can run in your panel."},{"question":"Is there a limit against ticket spam?","answer":"Yes. A customer can open up to 10 tickets and write up to 30 messages per hour."}]}