User Support
User Support is the admin queue for member support tickets. Members raise tickets from their own portal; here you triage them by status, read each thread, and reply with attachments before opening, pending or closing each issue. The Tickets tab is the queue itself, filtered by Active, Needs reply, Awaiting member, Closed or All, with newest activity first; open any ticket to read the full conversation and respond. The Raise ticket tab lets you start a ticket on a member’s behalf — after a phone call or email — which then appears in their Support page and continues as a normal thread. Every reply you send emails the member, and a closed ticket reopens automatically if they reply again.
Raise a ticket for a member
Open a support ticket on a member’s behalf — for instance after a phone call or email — so the conversation is captured in the system. Search for and select the member, give the ticket a subject and message, and attach images, PDFs or documents if they help. The ticket appears in the member’s own Support page and continues as a normal thread they can reply to.
Tickets
The member support ticket queue. Use the status filters — Active, Needs reply, Awaiting member, Closed or All — to triage, then open a ticket to read the whole thread with its authors and any attachments. Reply with optional files to email the member, and mark a ticket resolved when it is done; a later member reply reopens it automatically.
| Subject | Member | Status | Msgs | Updated |
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