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Reply to support tickets

The support ticket system lets your customers create support tickets while they use your platform, and lets your admin team answer their questions.

Reply to support tickets​

  1. From the dashboard, click Helpdesk to see all tickets. Each ticket has its own number.

    The number of Opened Tickets and Closed Tickets shows at the top of the page.

    The Helpdesk page and the number of opened and closed tickets

  2. Click the ticket title to open it and add a reply, or click the ⋯ (Actions) button at the end of its row, then click View.

  3. Write your reply, then click Send reply to send it to the student.

    The ticket page, the reply box and the Add Reply button

  4. When you finish with the ticket, you can close it by clicking Close ticket next to the ticket title.

    The Close the Ticket button on the ticket page

Note

If an admin closes the ticket, the student can open it again just by adding a new reply. You can also open it again by clicking Reopen ticket.

Export support tickets​

  1. From the dashboard, click Data, then go to the Exports page.

  2. Click New Export. A side panel opens with the export types.

  3. Under Other, click Export next to Tickets.

    The Exports page in Data and the Export Tickets button

  4. The file shows as a row in the exports table. When its status is Ready, click ⋯ at the end of its row, then click Download.

Note

The tickets feature is not in every plan. If your plan does not include it, the Helpdesk page shows a message that asks you to upgrade your plan.