🎫 Supporto

The 🎫 Support sub-menu under Media Library Manager lets you raise, view, and reply to support tickets with ModuleFest without leaving WordPress. It connects to a Keen2Support hub — replies and status changes sync straight back into Media Library Manager.

First-time setup:

1. Go to Media Library Manager → 🎫 Support
2. Click 🔗 Link now — this registers your site with the support hub and stores a private token automatically
3. That is it. No passwords or API keys to enter on your side

Raising a ticket: Open the ➕ New Ticket tab, choose Support request or Feature request, fill in the subject, priority, and message, then click Submit. Your Media Library Manager / WordPress / PHP versions are attached automatically. You can add an optional attachment (images, PDF, txt, csv, Word, Excel or zip, up to 10 MB).

Viewing a ticket: Click any row in the ticket list to open the full thread. Staff replies appear with an amber flash; your messages in blue. Reply — with an optional attachment — from the box at the bottom, or mark the ticket resolved / re-open it from the header button.

Automatic updates: The hub pushes replies to Media Library Manager instantly, with a 15-minute sync as a fallback. When staff reply, you get an email, an unread badge on the menu item, and an amber notice on Media Library Manager pages. The 🔔 Updates tab lists every reply and status change.

Feature requests: The 💡 Feature Requests tab shows the public roadmap board — upvote the ideas you would most like to see.

Le domande più frequenti

Where do I find the Support page?
Media Library Manager → 🎫 Support. The tabs across the top are Tickets, New Ticket, Feature Requests, and Updates.

How do I connect to the support desk?
Open Media Library Manager → 🎫 Support and click 🔗 Link now. Your site registers with the Keen2Support hub and receives its own private token automatically — no passwords or API keys to enter on your side.

Is anything sensitive stored on my site?
Only a private per-site token issued by the hub (in the mediavault_support_client option) and a webhook secret. There are no shared credentials, and the token only lets this one site see its own tickets.

How often does Media Library Manager check for ticket updates?
The hub pushes replies to your site instantly via a webhook, with a 15-minute polling sync as a fallback. You can also click 🔄 Sync now on the Tickets tab to pull the latest immediately.

I have an unread badge but do not see new replies — why?
The unread badge fires when the hub reports a new agent reply. Open the relevant ticket to mark it as read and clear the badge.

Can I clear all unread notifications at once?
Yes — on the 🔔 Updates tab click Mark all read to clear every unread update without opening each ticket individually.

Can I attach files to a ticket?
Yes — images, PDF, txt, csv, Word, Excel or zip, up to 10 MB, on both new tickets and replies. Images and PDFs preview in a modal; other types download.