The support ticket queue
Triage learner questions, platform issues and access requests from one queue.
- Open tickets are separated from resolved ones — inbox zero is visible
- Mentors triage their own cohort; admins see the whole org
- Each ticket is a threaded conversation, not a one-shot form
Support Queue
Admin → Support collects everything learners file through the in-app support flow: questions, platform bug reports and access requests.
How the queue reads
- Needs attention — tickets that are open or in progress, ordered by latest activity.
- Resolved & closed — the finished pile, kept for reference.
Each row shows the subject, category, who filed it and when it last moved. Click a ticket to open its thread — a running conversation with the learner where you reply and update the status as you go.
Scope
Mentors triage tickets from their own cohort; admins see every ticket in the org. Tickets from other organizations are never visible.
Make it un-ignorable
Pair the queue with Admin → Notifications: route support events to a Slack channel your team actually watches, so a new ticket pings you instead of waiting to be found. Learner-facing updates (your replies, status changes) reach the learner's in-app bell.
For community-content reports use Moderation; for bugs learners find in the apps they test, use the Bug Board — Support is for the learners' own questions and problems.
The journey, step by step
| Step | What you do | What you get |
|---|---|---|
| Scan the queue | Admin → Support | Open and in-progress tickets at the top, newest activity first |
| Open a ticket | Click through to the ticket thread | The full conversation with the learner, with category and status |
| Reply and progress | Answer in the thread and move the status forward | The learner sees your reply; the queue reflects reality |
| Close the loop | Mark resolved when done | The ticket moves to the resolved list — still searchable |
Frequently asked
What lands in the support queue?
Learner-filed tickets: questions, platform bugs and access requests, each with a category and a status (open, in progress, resolved, closed).
Who sees which tickets?
Mentors see tickets from their own cohort; admins see every ticket in the organization. Other orgs' tickets are never visible.
Can I get notified about new tickets?
Yes — route support events to a Slack channel under Admin → Notifications.