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Customer Support

Effortlessly manage and respond to customer queries raised through the platform.

Here you can:

  • Search using keywords to find tickets quickly
  • Open tickets to reply to or assign to team members

Support Tickets Overview

Each ticket includes:

  • Name of the customer who raised the query
  • Subject & Message of the issue
  • Time of ticket creation
  • Current Ticket Status (e.g., “Pending”, “Resolved”)

+Add Reason

At the top left corner, there is a tab labeled ‘Add Reason’.

Provide a reason for the customer support request and proceed by submitting the information.

SubadminCMS Pages

FAQ's

The Customer Support section allows the admin to view, manage, and respond to all queries raised by users. It provides a centralized place to monitor the query status (pending, ongoing, resolved), view attached images or descriptions, and take resolution actions.

Each query includes:

  • User’s name and profile image
  • Query title and reason
  • Admin’s resolution reason (if added)
  • Support image (if uploaded by the user)
  • Full description of the issue
  • Query status (Pending / Ongoing / Resolved)

Yes. If a query is still marked as Pending or Ongoing, the admin can change the status to Resolved directly from the list or detailed view.

Once resolved, the query becomes non-editable. It remains visible in the query history but cannot be modified further by the admin or the user.

Predefined reasons are standardized issue categories created by the admin. When users raise a query, they can simply select a relevant predefined reason instead of typing out the full issue manually.

  • Go to the Customer Support section
  • Click on the option to Add Reason
  • Enter the reason (e.g., “Late Booking”)
  • Submit to save. The reason will now be available for users to select.

Yes. The admin can edit, delete, or add new predefined reasons at any time as per the changing nature of user issues.

Yes. In the query list, you can see which predefined reason (if any) was selected. You can also view the entire description and any custom comments or images provided by the user.

Yes. Clicking on “View More” opens a detailed view where all fields—description, status, reason, images—are displayed comprehensively.

There is no hard limit. However, for better user experience, it is recommended to keep the list concise and relevant to common issues users face.

  • Faster query submission for users
  • Easier issue categorization for admins
  • Better reporting and understanding of frequently occurring problems
  • Improved response time and customer satisfaction

Yes, the admin-provided reason will be visible in the resolved query response so that users understand the outcome.

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