ZOVANTA SOFTWARE / KNOWLEDGEBASE

Forovanta starter • beta.156e

Reply to support tickets

Where: Admin → Members → Rewards & support → Support tickets

Before you start

Staff replies are attributed to the staff member rather than anonymous “support”. The queue is for requests received through the board’s support form; it is not the public moderation report queue. Keep credentials and payment secrets out of replies.

Step by step

  1. Open the Ticket queue and choose the member’s request.
  2. Read the conversation before responding.
  3. Write your response and Send reply.
  4. Set the offered ticket status to reflect the outcome; reopen/respond if the issue continues.

Settings and behaviour

Staff replies are attributed to the staff member rather than anonymous “support”. The queue is for requests received through the board’s support form; it is not the public moderation report queue. Keep credentials and payment secrets out of replies.

Check the result

Confirm the reply appears in the ticket conversation and the member sees the updated state.

Common questions and troubleshooting

Empty queue: no support request has been recorded. Public report missing: use moderation reports instead of tickets.