Skip to content
Academy handbooks

Handling support tickets

Where: Menu → Manage → Support tickets

The tickets of your organisation’s members land here. Your own tickets go to the platform’s support.

Fields and buttons

Section titled “Fields and buttons”
  • Status: New, In progress, Waiting for answer, Resolved or Closed. The person gets an email with every change.
  • Who is on it: One of the administrators takes the ticket on; the person’s answers then go to them alone.
  • Internal note: Visible to administrators only and, once handed on, to the platform’s support.
  • Hand on to the platform: For questions only the platform can solve. You can still read the ticket afterwards.