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Support tickets

Navigate to Admin → Tickets to manage all customer support requests.

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Ticket statuses

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Handling a ticket

  1. Click a ticket to open it
  2. Read the full conversation thread
  3. Type a reply in the reply box
  4. Optionally change the status
  5. Click Send Reply
Customers are not notified by email when you reply (notification can be added per your setup). Customers check ticket status from their dashboard at /help/tickets.

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Ticket assignments

Tickets can be assigned to a specific admin or support agent from the ticket detail page. Unassigned tickets are visible to all admins.

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Creating a ticket on behalf of a user

Admin → Tickets → Create Ticket, select the user, and fill in the subject and message.

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FAQ management

Navigate to Admin → FAQs to manage the public FAQ page at /help/faq.

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Creating an FAQ entry

  1. Click Create FAQ
  2. Enter a Question and Answer (supports Markdown)
  3. Set Sort Order to control display position
  4. Toggle Active to publish

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Use cases

  • Common connection troubleshooting questions
  • Billing and refund policy
  • Protocol setup guides
  • App-specific instructions