Support & Tickets

**Menu:** Platform Admin → Operations → Support

Handle tickets that span clubs or involve platform infrastructure — payment gateway outages, admin access, broker incidents.

Prerequisites

1. Platform support role with ticket view/respond permission.
2. Categories defined for platform scope.

Page layout

• Queue tabs: Open, Mine, Unassigned, Closed.
• Filters: club, category, date, priority.
• Ticket detail: message thread, requester profile link, club context, status controls.

Step-by-step

1. Open Operations → Support at shift start.
2. Triage Unassigned — assign to specialist or yourself.
3. Read full thread before replying; check linked customer/acceptor IDs.
4. Reply with clear steps; use internal note for engineering escalation.
5. Set Resolved when fixed; ask requester to confirm.
6. Weekly: tag recurring issues for product backlog.

Tips

• Include club name in subject when forwarding to engineering.
• Do not share other clubs' data in cross-club tickets.
• Platform tickets may originate from club escalation — link original ticket ID.

**Menu:** Club Panel → Operations → Support

Primary desk for member and merchant questions about your club's services.

Prerequisites

1. Support option on club subscription.
2. Staff users with support permissions (see Panel Access).
3. Categories aligned with your FAQs in Content.

Page layout

• Stat cards: open count, avg response time (if shown), resolved today.
• Ticket table with search by mobile, ticket #, subject.
• Detail: chat-style messages, attachments, assignee dropdown, priority, category.

Step-by-step — daily workflow

1. Open Operations → Support.
2. Sort by priority and oldest first.
3. Assign unowned tickets to appropriate agent (wallet vs shop vs account).
4. Reply within your SLA — acknowledge first, solve second.
5. Use canned answers for common wallet and level questions.
6. Resolve with summary; member sees resolution in portal.
7. Review Closed for reopen requests same day.

Step-by-step — create ticket on behalf of member

1. New ticket from desk (if enabled).
2. Search member by mobile.
3. Set category and subject; first message describes issue.
4. Member receives notification and sees ticket in portal.

Categories (recommended)

Tips and common issues

**Menu:** Merchant Panel → Support

Shop owners open tickets about product approval, settlements, or order disputes.

Step-by-step

1. Merchant opens Support from menu.
2. New ticket — pick category (product, settlement, order).
3. Include order ID or product SKU in message.
4. Track replies; upload screenshots of panel errors.
5. Club responds from Club Panel → Support with merchant flagged as requester type.

**Menu:** User Portal → Settings → Support (or drawer Help)**

Members self-serve FAQs and open tickets.

Page layout

• FAQ accordion (optional link to Content pages).
• My tickets list with status badges.
• New ticket form: category, subject, description, attachment.

Step-by-step

1. Member opens Support.
2. Search FAQ before opening ticket.
3. New ticket — clear subject with order/wallet date if relevant.
4. Upload screenshot for app errors.
5. Check Notifications for staff replies.
6. Reopen from closed ticket if issue persists.

Tips for members

• One issue per ticket — easier routing.
• Wallet disputes need approximate amount and time.
• Shop issues need order number from My orders.

• Three desks: platform (infra), club (member/merchant), portal (member self-service).
• Always capture customer code or order ID in internal notes.
• Resolve with actionable summary — members read closed threads for records.