What it does
Support tickets let anyone raise a request or problem with their program or institution staff and track it to resolution. Each ticket gets a number, a category, a priority, and its own conversation thread. Staff work tickets from a triage queue with filtering, assignment, and a recorded status history.
Who it's for
Anyone can submit tickets and follow their own in "My Tickets." Coordinators and program administrators with ticket-management permission work the queue: triaging, assigning, replying, and resolving.
How it works
Submitting a ticket. The submission form asks for a subject, a description, a category, and a priority (low, normal, high, or urgent — normal is the default). Categories come from the list your institution has configured, plus any your program adds. Submitting creates the ticket and its conversation thread together, and adds it to your My Tickets list.
Following your tickets. My Tickets lists everything you've submitted with status and priority badges. Opening a ticket shows its details — status, priority, category, dates, requester, and assignee — next to the conversation thread, where you and the staff member handling it reply like any other conversation.
Working the queue. Staff with ticket-management permission see the queue for their program or institution scope, with text search on subject and description and filters by status and priority. Tickets can be escalated to a higher level from the detail page and carry an escalation marker. They move through statuses — new, open, pending, on hold, in progress, resolved, closed, and cancelled — with every change recorded in the ticket's history.
Assignment. A ticket can be assigned to a specific person or a group. Reassigning closes the previous assignment and opens the new one, so a ticket has at most one active assignee at a time.
Before you start
You need to be signed in — anyone can submit a ticket, with no separate permission.
Have your subject and description ready; both are required fields.
Working the triage queue instead of submitting needs ticket-management permission.
Do this
Open Messages → Support (
/messages/support) → you should see My Tickets with any tickets you have already submitted.Select Submit a Request (
/messages/support/new) → you should see the ticket submission form.Enter a Subject and Description, choose a Category, and set a Priority → the fields fill in on the page.
Select the Submit a Request button → you should return to My Tickets and see the new ticket with a ticket number and status badge.
To add more detail later, open the ticket page and reply in its conversation thread → your reply appears in the thread, and staff working the ticket are notified.
You're done when
✓ The ticket shows in My Tickets with a ticket number.
✓ Its status badge starts at New and moves as staff work it.
✓ Replies you send in the ticket's thread appear immediately, alongside staff replies.
Boundaries and limits
The subject is limited to 255 characters and the description to 5,000; both are required.
A category is required, limited to the active categories configured for your institution plus your program's own. Submission can't proceed if none exist.
Submitters choose from four priorities (low, normal, high, urgent).
The queue is permission-gated: without ticket-management permission you see an access-denied page, not other people's tickets.
The queue is scoped to your current program or institution — it doesn't show tickets from other institutions.
Status changes go through a controlled transition that enforces permissions and records history; requesters can't arbitrarily change ticket status.
A ticket has at most one active assignment (one person or one group) at a time.
Ticket numbers are system-generated and can't be chosen.
Common questions
Q: Who sees my ticket? A: You and staff in your program or institution who hold ticket-management permission. The conversation is between you and the people handling it.
Q: Can I add more details after submitting? A: Yes — open the ticket and reply in its conversation thread; attachments work the same as in any message.
Q: What does "escalated" mean? A: A ticket marked escalated is flagged for a higher level of attention. Staff escalate it from the detail page.
Q: Can a ticket be handled by a team rather than one person? A: Yes, tickets can be assigned to a group instead of an individual, though only one assignment is active at a time.
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