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Manage support

Goal​

Handle user questions via the built-in ticket system.

For whom​

Admins with /admin access.

Where in the app​

Support in the admin menu.

Prerequisites​

Admin login.

Step by step​

  1. Open Support via /admin → Support.
  2. Filter by status: Open, In progress, Waiting for user, Closed.
  3. Search by email or subject.
  4. Open a ticket — read thread and view attachments (images/PDF).
  5. Reply with text and optional attachments; status becomes Waiting for user.
  6. Change status manually (e.g. In progress or Closed).
  7. Link to user account for account context.
  8. Via Users → Message you can proactively message any parent (no friendship required).
  9. Unread tickets show a badge in the admin menu.

Options & settings​

Admins receive push/email on new tickets and user replies.

Tips & troubleshooting​

Never document passwords in ticket replies.

See also​