Support tickets are created when a member encounters an issue that needs your assistance. When a ticket is added, it appears in the Support Tickets section of Kube under the property the member or internal user added the support ticket for and on the Support Dashboard.
You can reply to a member's support ticket comments to help document the resolution process and to let the member know the steps you are taking to resolve the support issue.
Support ticket conversation statuses show in the Reply Status column on the Open Tickets screen. The Waiting on Member label describes a support ticket conversation where the member needs to reply to you or another internal user's comment. The Reply Needed label describes a support ticket conversation where you or another internal user needs to reply to a member’s comment.
NOTES:
You cannot reply to a closed support ticket.
Depending on your assigned role and permissions, and the version of Kube your organization uses, some or all of these menus or services may not be available or displayed.
To reply to a support ticket
Select Support in the top menu.
Locate the ticket in the grid and click the three dot additional options button.
Click Add Comment. The Conversation tab appears.
Select Reply to create a comment the member can see, or select Note for an internal only comment.
In the Add your comment... field, enter your comment.
If you want to attach any files, click the paperclip Attach button and select your files.
Click the paper airplane Send button to send the reply.