Support Requests¶
Manage user support tickets, affiliate requests, and withdrawal requests from the admin panel.
Overview¶
The Support section handles three types of requests: - Support Requests - User help tickets and technical issues - Affiliate Requests - Partnership and affiliate program applications - Withdrawal Requests - Payout and refund requests
Accessing Support¶
Navigate to: Admin Panel → Support Requests
Support Requests¶
Support Ticket Table¶
The support requests table displays all user-submitted tickets:
| Column | Description |
|---|---|
| TICKET ID | Unique ticket identifier |
| STATUS | Open, In Progress, Resolved, Closed |
| CATEGORY | Type of support request |
| SUBJECT | Brief description of issue |
| PRIORITY | Low, Medium, High, Urgent |
| CREATED AT | When ticket was submitted |
| LAST UPDATED | Most recent activity |
| ACTIONS | View, respond, close |
Current Status¶
When tickets are submitted, they will appear here with: - Unique ticket ID for tracking - Current status indicator - Category classification - User information - Priority level - Creation and update timestamps
Handling Support Requests¶
Viewing Tickets¶
To view a support ticket: 1. Locate ticket in table 2. Click on ticket ID or view icon 3. See complete ticket details: - User information - Full description - Attached files/screenshots - Conversation history - Related tickets
Responding to Tickets¶
To respond: 1. Open the ticket 2. Click "Reply" or "Add Response" 3. Type your response 4. Attach files if needed 5. Set status (In Progress, Resolved, etc.) 6. Click "Send"
Response Best Practices: - Acknowledge ticket within 24 hours - Be clear and concise - Provide step-by-step solutions - Ask clarifying questions if needed - Set realistic expectations - Follow up on resolution
Updating Ticket Status¶
Status Options:
Open - New, unassigned ticket - Just submitted - Not yet reviewed - Awaiting assignment
In Progress - Being worked on - Assigned to support staff - Investigation underway - Awaiting information
Resolved - Solution provided - Issue addressed - Awaiting user confirmation - Can be reopened if needed
Closed - Completed - User confirmed resolution - No further action needed - Archived for reference
Prioritizing Tickets¶
Priority Levels:
Low - General questions, non-urgent - Response time: 48-72 hours - Can be batched - Scheduled support
Medium - Standard issues (Default) - Response time: 24-48 hours - Regular workflow - Most common
High - Affecting user's work - Response time: 4-8 hours - Priority handling - Escalate if needed
Urgent - Critical issues, outages - Response time: 1-2 hours - Immediate attention - All hands on deck
Affiliate Requests¶
Affiliate Program Overview¶
The Affiliate Requests section manages applications to the affiliate/referral program.
Affiliate Request Table¶
| Column | Description |
|---|---|
| # | Request number |
| NAME | Applicant name |
| Contact email | |
| WEBSITE | Affiliate website/platform |
| AUDIENCE | Target audience description |
| STATUS | Pending, Approved, Rejected |
| DATE | Application date |
| ACTIONS | Approve, reject, view details |
Current Status¶
Reviewing Affiliate Applications¶
To review an application: 1. Click on application to view details 2. Review applicant information: - Name and contact details - Website/platform information - Audience size and demographics - Promotional methods - Previous affiliate experience 3. Verify website is legitimate 4. Check audience alignment 5. Approve or reject application
Approving Affiliates¶
To approve: 1. Review application thoroughly 2. Click "Approve" button 3. Set commission rate (if custom) 4. Provide affiliate link and materials 5. Send welcome email with: - Affiliate dashboard access - Unique referral link - Commission structure - Promotional materials - Program guidelines
Rejecting Applications¶
To reject: 1. Click "Reject" button 2. Provide reason for rejection (optional) 3. Send notification to applicant 4. Document decision
Common Rejection Reasons: - Inappropriate website content - Misaligned audience - Incomplete application - Previous policy violations - Duplicate application
Withdrawal Requests¶
Withdrawal Overview¶
Manage payout and refund requests from users, affiliates, and resellers.
Withdrawal Request Table¶
| Column | Description |
|---|---|
| # | Request ID |
| AMOUNT | Requested payout amount |
| BANK INFORMATION | Payment details |
| STATUS | Pending, Approved, Processed, Rejected |
| DATE | Request submission date |
| ACTION | Process, view, decline |
Current Status¶
Processing Withdrawals¶
To process a withdrawal:
- Verify Request:
- Check user balance
- Verify minimum payout threshold
- Confirm bank details
-
Check for pending holds
-
Validate Amount:
- Ensure sufficient balance
- Deduct processing fees
- Check for discrepancies
-
Verify calculation
-
Process Payment:
- Initiate bank transfer
- Update status to "Processing"
- Record transaction
-
Deduct from user balance
-
Confirm Completion:
- Mark as "Processed"
- Send confirmation email
- Provide transaction reference
- Update financial records
Successful Withdrawal Table¶
Completed withdrawals display in separate table:
| Column | Description |
|---|---|
| # | Transaction ID |
| AMOUNT | Paid amount |
| BANK INFORMATION | Payment method used |
| STATUS | Completed |
| DATE | Processing date |
| ACTION | View receipt, details |
Current Status¶
Withdrawal Best Practices¶
Processing Withdrawals
- Verify All Details - Double-check amounts and bank info
- Process Timely - Within 3-5 business days
- Communicate - Keep users informed of status
- Document Everything - Keep records of all transactions
- Watch for Fraud - Flag suspicious patterns
Support Metrics and Reporting¶
Key Support Metrics¶
Response Time: - Average time to first response - Average time to resolution - Ticket backlog
Ticket Volume: - Total tickets per day/week/month - Tickets by category - Tickets by priority
Resolution Rate: - Percentage of resolved tickets - Reopen rate - Customer satisfaction score
Common Issues: - Most frequent ticket categories - Trending problems - Feature requests
Generating Reports¶
Available Reports: - Support ticket summary (daily, weekly, monthly) - Response time analysis - Agent performance - Category breakdown - Resolution trends
Coupons Management¶
Creating Discount Coupons¶
Navigate to: Manage Coupons
To create a coupon: 1. Click "+ Add New Coupon" button 2. Enter coupon details: - Name - Internal reference - Code - User-facing coupon code - Discount (%) - Percentage off - Limit - Maximum uses - Created By - Admin name 3. Click "Save"
Coupon Table¶
| Column | Description |
|---|---|
| NAME | Coupon name/description |
| CODE | Redemption code |
| DISCOUNT (%) | Discount amount |
| LIMIT | Maximum redemptions |
| USED | Times redeemed |
| CREATED BY | Admin who created |
| ACTION | Edit, delete, deactivate |
Current Status¶
Coupon Best Practices¶
Creating Effective Coupons: - Use clear, memorable codes - Set appropriate limits - Track usage and effectiveness - Create time-limited offers - Segment by user type
Examples:
- WELCOME10 - 10% off for new users
- HOLIDAY50 - 50% off holiday promotion
- UPGRADE25 - 25% off plan upgrades
Support Best Practices¶
Response Guidelines¶
First Response: 1. Acknowledge receipt 2. Thank user for contacting support 3. Provide expected resolution time 4. Ask clarifying questions if needed 5. Set clear next steps
Follow-Up: 1. Update user on progress 2. Request additional information if needed 3. Provide interim solutions 4. Keep communication professional 5. Resolve or escalate promptly
Escalation Process¶
When to Escalate: - Technical issues beyond support scope - Requests for refunds/exceptions - Security or privacy concerns - Complaints about service - Unresolved after 48 hours
Escalation Steps: 1. Document issue thoroughly 2. Tag for supervisor review 3. Notify escalation team 4. Transfer ticket with context 5. Follow up on resolution
Troubleshooting¶
Cannot View Ticket¶
Issue: Ticket won't open or load
Solutions: 1. Refresh the page 2. Clear browser cache 3. Check permissions 4. Try different browser 5. Contact technical support
Withdrawal Not Processing¶
Issue: Withdrawal stuck in pending
Solutions: 1. Verify bank details are correct 2. Check for sufficient balance 3. Confirm minimum payout met 4. Review for holds or restrictions 5. Process manually if needed
Affiliate Link Not Working¶
Issue: Referral link returns error
Solutions: 1. Regenerate affiliate link 2. Check link format 3. Verify affiliate is active 4. Test in different browser 5. Clear tracking cookies
Additional Resources¶
Related Documentation: - User Management - Manage support ticket authors - Dashboard - Monitor support metrics - Reseller Management - Handle reseller support
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