Support & Ticket Systems
Learn how cooperative members open help tickets and how platform support staff triage, reply to, and resolve them.
Help Tickets & Support Queue
Maintaining responsive help resources is essential for a multi-tenant platform. Members of any cooperative can open tickets from Help & Support, and super-administrators of the platform host organization work them from Platform Support in the Platform Admin console.
1. Opening a Ticket
From their workspace, a member describes the problem and chooses:
- Category: Technical Support, Billing & Credits, General Inquiry, or Feature Request.
- Priority: Low, Medium, High, or Urgent, so support staff can see what needs attention first.
New tickets and member follow-ups are also emailed to the platform support inbox.
2. Working the Queue
In Platform Support, staff filter tickets by status and open each one as a conversation thread:
- Status Tracking: Move tickets between Open, In Progress, and Resolved.
- Replies: Reply in the thread. The member is emailed when support replies or resolves the ticket, and every status change is recorded in the audit log.
Tickets are not auto-routed and there are no SLA timers; triage by category and priority. If a problem needs a closer look, staff can open a temporary support session in the tenant's workspace from Platform Command.
3. Advisor Requests & Data Recovery
Advisor Marketplace consultation requests are emailed straight to the advisor, so they don't enter the ticket queue (requests for advisors without an email address go to the support inbox to forward). Database backups depend on your hosting provider's database backup settings; the console has no backup or restore tools.