Projects often face challenges that demand immediate attention, such as software malfunctions, incomplete information, or unmet client needs. Our Support Requests feature enables users to efficiently log, track, and resolve client concerns.
Support requests can be assigned to team members for resolution, and their progress can be monitored closely. By manually updating statuses, users ensure that all issues are addressed promptly and transparently.
How to Submit Support Requests (Customers)
- Navigate to New Support Requests from the left navigation panel.
- Fill in the required information and select the relevant project.
- Click Request Support to submit the request.
How to Track Support Requests (Customers)
- Customers will receive email notifications when support staff respond to their requests.
- Log in to the system to view and respond to updates.
- Navigate to Support Requests from the left navigation panel.
- Hover over the desired request, click Actions, then select View to open its details page.
- Click + Add Reply to add a comment, attach any necessary images, and click Submit.
- The Status field will indicate the current stage of the request.
How to Track and Reply to Support Requests (Staff)
- Support staff will receive email notifications for new requests.
- Log in to the system to view and respond to requests.
- Navigate to Support Requests from the left navigation panel.
- Hover over the request, click Actions, then select View to open its details page.
- Click + Add Reply to add a comment, attach any necessary images, and click Submit.
- Update the Status field to reflect the progress of the request.
- Staff can also identify pending requests by checking the Last Reply Date/Time column to see which requests have not yet been addressed.