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Support tickets
Schools raise problems here instead of messaging you on WhatsApp at nine at night.
Sidebar → Support Tickets
Why use it rather than WhatsApp
| Tickets | WhatsApp / phone | |
|---|---|---|
| Written record | Yes | Scattered |
| Nothing forgotten | Each ticket has a status | Whatever you remember |
| Handover to a colleague | They open the ticket | They do not |
| Patterns visible | Categories show what breaks most | Invisible |
That last row is why this matters for a documentation effort: ticket categories tell you which pages to write next.
How a ticket works
Every ticket carries a reference number, a category, a priority and a status.
| Category | For |
|---|---|
| Technical issue | Something not working |
| Billing & subscription | Payments, renewals, plans |
| Feature request | Something they wish it did |
| Bug report | Something behaving wrongly |
| Account & access | Logins, permissions, lockouts |
| Other | Everything else |
| Priority | Meaning |
|---|---|
| Low | Whenever |
| Normal | The default |
| High | Blocking their work |
| Urgent | The school cannot operate |
| Status | Meaning |
|---|---|
| Open | Nobody has picked it up |
| In progress | Being worked on |
| Resolved | Fixed, awaiting the school's confirmation |
| Closed | Finished |
Unread markers work both ways
The panel shows you which tickets have a reply you have not read, and shows schools the same for yours. Nothing sits unanswered simply because it scrolled out of sight.
A workflow that keeps it under control
- Open → In progress as soon as you look at it, so nobody duplicates the work
- Reply even when the answer is "I need a day" — silence generates a second ticket and a WhatsApp message
- Resolved when fixed, Closed once the school agrees
- Review feature requests monthly rather than answering each one individually
Every resolved ticket is a documentation candidate
If a school had to ask, the answer was not findable. Two schools asking the same thing means a missing page — add it to the knowledge base and the third school never asks.
This is the single most reliable way to reduce support volume.
Priority in practice
Schools mark their own priority, and everything will be urgent unless you set expectations. Tell them plainly what each level means and roughly when you respond — published response times, even generous ones, reduce escalation more than fast replies do.
Common questions
Can a school see other schools' tickets? No. Each school sees only its own.
Can I raise a ticket on a school's behalf? Yes — useful for recording a phone call so it is not lost.
Should I close or resolve? Resolve when you believe it is fixed; close when the school confirms or goes quiet. Keeping that distinction gives you an honest picture of what actually got solved.