Support Requests

Handle a request

1. Open Support Requests and search by request details or choose Open, In Review, Waiting, or Resolved.
2. Expand the request to read the full message, contact details, attachments, existing note, and public conversation timeline.
3. Enter a reply in Public reply when you need to respond. This text is sent to the requester when you select a status action or Send Reply.
4. Select In Review while your team is investigating, Need Info when the requester must provide details, or Resolve after the issue is handled.
5. Check the updated status and conversation before moving to another request.

The dashboard displays an existing manager note but does not provide an editor for it. Never ask for passwords or sign-in codes.