Support
Answer customer support tickets, send announcements and write the help articles customers see.
The Support group is where you talk to your customers: answer their support tickets, send them announcements about maintenance and news, and write the help articles they can read before they ask.
Where: Server Admin › Support
| Screen | What it is for |
|---|---|
| Support tickets | Customers' tickets, replies, staff notes and saved replies. The menu shows the number of unread tickets. |
| Live chat | Chat with customers and website visitors in real time; offline messages become tickets. |
| Announcements | Messages emailed to customers and shown on their overview for 30 days. |
| Help articles | The knowledge base customers see under Help, with versions per language. |
| Data requests | Approve or decline account deletions customers asked for, see their data exports, and set the waiting time and backup retention. |
| Email to ticket | Turn emails to support@ into support tickets, add email replies to their ticket, and decide what happens to unknown senders. |
| Welcome wizard | Switch the customers' welcome wizard on or off and choose which setup steps it shows, in which order. |
| Satisfaction ratings | Customers rate closed tickets and ended chats from 1 to 5 with one click; see the average per staff member and per month. |
Resellers also have Live chat (their own customers' chats) and Announcements, which reach only their own customers. The other screens in this group are for administrators.