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Manage Support Tickets in Member Profiles

Overview of the support tab in member profiles, including how members create tickets, track updates, and receive responses from program owners.

The "support" tab on the member´s page contains an FAQ which answers the most common questions. If they need additional support (for example in cases where bonus is not correctly assigned), a support ticket may be submitted. View the administration article for details on how to respond to members´ tickets. 
 

Where members create new support ticket

  1. Log into Member Profile
  2. Click "Support"
  3. Scroll down to "Create support ticket"

How members create and receives updates on support tickets

  1. Write their question in the field
  2. The ticket appears under "My support tickets" with the current status.
    1. "Under progress", means that the ticket awaits answer from *Program owner*. 
    2. "Pending reply", means that the *Program owner* awaits additional information from the member.
    3. "Finished", means that the support ticket is solved. 
  3. When *Program owner* answer on a support ticket, the member receives a SMS or e-mail with information that support ticket is updated. 
  4. The ticket can be updated to "Pending reply", and the member can add missing or additional information to the same ticket. 
  5. *Program owner* marks the ticket as solved when solved.

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