Overview
Give a member’s request a place for replies, responsibility and status. Assignments and the ticket lifecycle help administrators follow an issue through to closure.
The ticket connects a member’s concern with the replies written about it and the administrator responsible for handling it. Open-to-closed status steps show where the request sits in the support process. Reviewing that conversation and assignment gives the next administrator context before continuing the response.
What you can do
- Keep a member’s support ticket and conversation together when reviewing the request.
- Reply to tickets and assign responsibility for handling the member’s concern.
- Follow ticket status changes as the request moves through the support process.
Usage examples
- Assign a member’s ticket, reply with the next step and update its status.
- Review open tickets and change the assigned responsibility as the team handles an issue.
Discuss your organization’s needs
Contact the Fewa team to discuss how this module can fit your organization’s process.
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