> ## Documentation Index
> Fetch the complete documentation index at: https://docs.startmyvpn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support & Tickets

> Managing customer support tickets and the FAQ.

## Support tickets

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

### Ticket statuses

| Status         | Description                         |
| -------------- | ----------------------------------- |
| Open           | New or waiting for admin reply      |
| Awaiting Reply | Customer replied, waiting for admin |
| Resolved       | Issue marked as resolved            |
| Closed         | Ticket closed by customer or admin  |

### 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`.

### 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.

### Creating a ticket on behalf of a user

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

***

## FAQ management

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

### 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

### Use cases

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