Configure support tickets, live help and downloads

Archived instructions for existing Fusion Owned installations; labels and available controls depend on the installed build.

Create and manage tickets

Use **Support > Create Ticket** to open a request for a client and assign its department.

Use **Support > Waiting Ticket** to review outstanding requests, update status or close them. The archived filters include **Answered**, **Customer Reply**, **Open** and **Closed** tickets.

Configure support departments

Open **Support > Ticket/Live Help Settings** to enable or disable Live Help and manage departments, ticket statuses, priorities and **Tag Generator**.

A department's archived fields are:

- **Department**, **Email**, **Icon-link** and **Description**.

- **Live help**, to use the department for live chat.

- **Only for registered users**, to require a client login.

- **Show department**, to display it to users.

- **Allocate to all Admin**, to assign it to all administrators.

Check that the department is visible to the intended audience and has an operator assigned.

Assign staff to live help

1. Go to **System Administrator > Edit Admin**.

2. Open the intended administrator account.

3. Select the checkboxes for the Live Help departments that person should handle and save.

Under **Online User / Live Chat**, **Position** controls the location of the online/offline icon.

The old source also linked to an optional Tawk.to setup video; it does not document additional text-only installation steps.

Publish your site's knowledge base

Open **Support > Knowledge Base**. Create a master category, add articles beneath it and assign a relevant knowledge-base article to an individual product when needed. The chosen article can then appear with that product's detailed information.

Offer downloads

Open **Support > Downloads** to add a file or an external link. Review whether access is allowed for guests or only after login, and any available-date limit. Publish only files you are authorized to distribute; customer attachments and configuration secrets should remain private.

Ask DHRU about an existing installation

Start a chat or support request here with **Fusion Owned License** selected, and include the build, affected page and redacted error. The source's old **Update Login Details** workflow is not reproduced: do not send hosting passwords, API keys or authentication codes in a ticket or message.