The support ticket queue

Every ticket a learner submits lands in the support queue, where admins triage, respond, and close it out.

Working the queue

1. Open Manage → Support to see incoming tickets.
2. Open a ticket to read the learner's message and any attachments.
3. Reply, and the learner sees your response in their own ticket history.
4. Close the ticket once it's resolved.

Chat and tickets, side by side

The same admin area also surfaces live chat conversations — tickets and chat are two entry points into the same support workflow, not two separate systems to check.

Notes

Learners can see the full back-and-forth on their own ticket from their side — see tracking your support tickets for what that view looks like to them.

What next?

• Answering live chat as a support agent
• Configuring support contact settings