Support tickets from members are visible in the "support" tab on the Loyalty+ dashboard. We provide a selection of editable standardized answers which may be used to speed up support. If those are not applicable for a certain support case, use the input field to write a specific answer.
View the Member Support Article for details on submitting tickets and receiving replies.
How to access ticket administration
- Log into dashboard and choose "Support" tab.
- Choose between "Unsolved", "Pending reply" and "Solved". These three statuses can be updated while answering a ticket and will be visible on members profile.
- Click the support ticket to open support administration, standard answers and member profile in same view.
How do I change the status of an existing ticket?
- Click the menu button (three lines) in the top-right corner to view status options. Then select the desired status (Unsolved, Pending reply, or Solved). The updated status will be saved and displayed on the member's profile.
How do I reply to a support ticket?
- Open ticket, write directly in field or click any of the standard answers to the right.
- Click "reply by SMS" or "reply by e-mail" to send SMS or e-mail to member with notification of updated ticket. (see user article to see how text are written.)
- Change the ticket status if needed.
How do I view a member profile?
- Scroll below standard answers.
