Admin: Customer Support Management

1.5 Customer Support Management

1.5.1) Review a Support Conversation

1. Access System Management.

   

2. Select Customer Support or Conversation Inbox.

   

3. Filter conversations by:

   • All
   • Waiting to Support
   • Active
   • Resolved

   

4. Open the conversation.

5. Review:

   • Student information
   • Previous messages
   • Course information
   • Screenshots or attachments
   • Transaction details, if relevant

1.5.2) Respond to a User

1. Open the support conversation and select Accept to start responding.

   

2. Enter the response.

   

3. Click Send.

   

4. Confirm that the response appears in the conversation history.

1.5.3) Resolve a Conversation

1. Open the conversation.

   

2. Change the status to Resolved by selecting Mark as complete.

   

   

3. Reopen the conversation if the user reports that the issue continues.