Tickets

Tickets are the member support inbox. Members open tickets from the portal; staff reply from Admin. Prefer tickets over personal email so the household history stays on the record.

• In List view, filter by status (open or closed), assignee, and subject. If nothing matches, Clear filters resets the assignee back to all staff and clears the search, keeping you on the status tab you were already viewing. “No open tickets” and “No closed tickets yet” describe the unfiltered status list, not all member questions or work elsewhere.

• Switch View to Board to see columns for waiting on staff, waiting on member, and closed. Select Close ticket on an open card, then confirm. A member reply reopens a closed ticket; its reply history is kept.

• Use the ticket inbox search for ticket subjects. The admin search shortcut searches households; it does not replace the ticket inbox search. Open a household record to review that household's ticket history.

• Open a ticket to read the thread, assign yourself or a teammate, and reply. Status and who the ticket is waiting on stay at the top; reply and assign live with the thread. Close ticket sits at the bottom (with a confirm), after you've had a chance to read and reply.

• Mark waiting on member (when it's your turn) sits next to Send reply. It sends a short canned reply telling the member you're waiting on their response, and emails the household.

• Closing marks the conversation done; members can still see history in the portal. Closing isn't a hard stop, though. If the member sends a new reply, the ticket automatically reopens (it moves back to open and the closed timestamp clears), so a "closed" ticket can come back to your queue on its own.

• A new ticket emails every staff user in the org, not just an assignee. Each send is isolated, so one bad address doesn't block the rest of staff from being notified. A staff reply emails every member of the household, not only whoever opened the ticket, so the whole household stays in the loop.

• Assignment is restricted to staff-role accounts on the server, regardless of who the assignee dropdown offers to pick. If a non-staff account can't be assigned, that's expected.

Replies go through the platform’s email path (not your personal Gmail). That keeps delivery, suppressions, and audit consistent.

The portal Contact us page is currently the only path that reaches staff. When the assistant is available, members ask first and escalate in one click; the blank ticket form is a secondary path after they've asked. Inbound support email (support@… for a new ticket, support+<ticketId>@… to reply onto an existing one) is fully built. But it's dormant until the club domain's DNS is cut over to Cloudflare Email Routing. If you tell a member to "just email us," that message currently goes nowhere. Point them to Contact us in the member portal instead. See Events, rentals & merch: troubleshooting member questions for the member-facing version of this.

• Club-wide announcements → Campaigns

• “Email everyone who hasn’t paid” → Workflows or Renewals automations

• Money disputes → start from the household invoice / statement, then ticket if needed