Requests (Support Tickets)

The Requests section is your direct line to your agency’s support team. Whenever you have a question, find a bug, want to request a change, or need help with anything, you can submit a request here. Think of it as a built-in help desk.

Go to Sidebar → Requests to get here.

Submitting a New Request

To create a new support request:

1. Click the “New Request” button in the top-right corner of the Requests page.
2. Fill in the form:
   • Subject — A short title for your request (e.g., “Logo looks blurry on mobile”)
   • Description — Explain the issue or request in detail. The more information you provide, the faster your agency can help.
   • Category — Choose the type of request:
     • General — A general question or inquiry
     • Bug — Something is broken or not working as expected
     • Feature Request — You’d like a new feature or capability
     • Change Request — You want something existing to be modified
     • Billing — A question about invoices or payments
     • Other — Anything that doesn’t fit the categories above
   • Priority — How urgent is this?
     • Low — No rush, handle it when you can
     • Medium — Fairly important, but not time-sensitive
     • High — Important, please look at this soon
     • Urgent — Critical issue that needs immediate attention
3. Click Submit.

Tracking Your Requests

Once you’ve submitted a request, it appears in your requests list. Each request shows:

• Subject
• Status (Open, In Progress, Resolved, Closed)
• Priority (Low, Medium, High, Urgent) — color-coded so you can spot urgent items quickly
• Message count — How many messages are in the conversation thread

Click on any request to open it and see the full details.

Conversation Thread

Each request has a conversation thread where you and your agency team can communicate back and forth. It works like a simple chat:

• You’ll see all messages in order, with the oldest at the top and newest at the bottom.
• Each message shows who sent it and when.
• To reply, type your message in the text box at the bottom and click Send.

This keeps all communication about a specific issue in one place, so nothing gets lost in email.

Satisfaction Rating

After your agency resolves a request and closes it, you’ll have the chance to rate your experience. Here’s how:

1. Open the resolved request.
2. You’ll see a satisfaction rating section.
3. Choose a rating from 1 to 5 stars (1 = very unhappy, 5 = very happy).
4. Optionally, leave a note explaining your rating.

Your feedback helps your agency improve their service. It’s completely optional, but always appreciated.