View and Reply to Support Messages

Support Inbox

Moderators can view all support messages by going to Communication Center > Support. From here, you can see the status of all support messages.

Unread messages are in bold. The message list includes the following details:

• Topic: This hyperlink links to viewing all messages in the thread.
• Member: Username of the member with whom the conversation thread is taking place.
• Last Message: Date and time when the last message in the conversation thread was sent.
• Status: The status column shows the last moderator action. The possible actions include:
  • New: Message received from the member, but has not been viewed by any moderator.
  • Last Viewed: If a moderator has viewed the message (but no reply has been made), the moderator username and date/time stamp will display.
  • Last Replied: If the message has been replied to, this status will show the username of the moderator and the date/time when the reply was sent.
• Assigned To: Username of the moderator that is assigned the message. If not assigned, the column will be blank.
• Follow-up Action: Follow-up actions help all moderators keep track of what needs to be done with the message. The following actions can be applied from the list view:
  • In Progress
  • Pending
  • Review Later
  • Reply Required
  • Client Attention
  • Awaiting Member Reply
• Actions
  • Archive—When archived, the message thread is moved to the Archived list, which can be accessed by clicking Archived next to Viewing at the top of the message list.
    

    Message threads are never deleted. Archiving allows you to move threads to Archived if the conversation is no longer active. If a member submits a new message, the thread will automatically return to the Active list. You can also manually move Archived threads back to Active by clicking “Unarchive” from the archived actions dropdown.

  • Mark as Unread—Change a message back to an unread status. If a moderator needs to reassign a ticket to another moderator, they can reassign the ticket, then mark it as unread so that the second moderator will get notified that they have a support ticket to respond to.
    

    The unread messages count on your Communications Center icon or Support tab will not update until you've logged out and logged back in again.

Update the Status of Many Tickets at Once

You can take action on multiple tickets at the same time.

1. From the Ticket list at Comm Center > Support, check the boxes in the first column for all rows corresponding to the tickets you want to update.
2. Above the list of tickets, click on the Actions drop-down menu.
3. Select either Mark as Unread or Archive/Unarchive.
   

You cannot update to Mark as Read since users need to read all support messages.

View/Reply to Support Threads

When viewing a new message, you’ll see the Search by Topic option at the top. This allows you to search a member’s thread by Topic. For example, you can search by “Technical Issues” and view all messages with that Topic in the member’s history of communication with moderators.

Below that, you’ll see the conversation thread with the member with the most recent message at the bottom. If the conversation history is long, you can scroll back to view all older messages.

To reply to the last message using the same Topic...

1. Click the Reply to the last message button and use the text area to compose your reply.
   

   You can also click Start a new thread to add a new Topic and create a new message to the member.

2. Attach one file to a message by clicking the Attachment button and either dragging the file into the box or clicking to select the file from your computer.
   
3. When done composing your reply click the Reply button and the message will be sent to the member. The member will see a new message indicator when they next log in to the community.

Members will receive an email notification when a new reply from a moderator has been sent depending on their notification settings.

Below the message thread, you’ll see the Assigned To and Follow-Up Actions. You can change those options if needed from here. For example, if you need to reassign the message, simply change the Assigned dropdown to another moderator user. If the Follow-up Action is “Replied Required,” the status will automatically change to “None” after a moderator replies. All other action changes must be done manually.