Manage a support request

Open a ticket from the list to read the conversation and inspect its status and priority. Reply to the customer or add an internal note as appropriate. The compact composer supports attachments, voice recording, dictation and optional formatting. Check the selected files before sending, and use an internal note for information the customer should not see. Update status as the work moves from New to In progress, Answered, Completed or Closed.

Where the ticket is tied to a support service, the work-completion controls can register support time. Check the customer's billing method first: prepaid work reduces remaining hours, while after-work billing can create a pending payment. Review the movement history and the resulting customer service/payment record. Completion of a conversation should not be mistaken for payment of a resulting charge.

Example: customer request to completed work

1. The customer opens a ticket and describes a broken page, optionally adding an image.
2. The administrator replies with a question, then changes the status while investigating.
3. After the fix, the administrator records the actual work and completes the ticket.
4. Check the customer's Support balance or pending payment, depending on the billing arrangement, and send any invoice separately when appropriate.

Related: Customer support hours, Payment History and Notifications.