Managing Support Ticket Requests

All support queries can be viewed and managed in the Help Centre. Once you are signed in, you can view the current status of your query, as well as the communication chain. Certain users may also be granted access to view all queries raised within their organisation.

The first step to managing your tickets is to sign up at the FundApps Help Centre (http://support.fundapps.co). Click Sign In on the upper right-hand side. When prompted to sign in with an email and password, you can either:

  1. Sign Up - if you have not previously sent an email to FundApps Support, or
  2. Get A Password - if you have previously sent an email to FundApps Support

Once you have set up a password, you can view and manage your ticket requests.

How to View Your Queries

1. From the FundApps Help Centre screen (http://support.fundapps.co), click the drop-down box on the upper right with your name, and select My activities. This will allow you to view all of your tickets.

                               

2. Above the ticket listing, you can select My Tickets or Requests I’m CC’d on. Select My Tickets to see all the tickets you have raised and their status. You can view any queries you have been included in via CC by selecting Requests I’m CC’d on.

  

Viewing Requests Across Your Organisation

If you would like to request permission to view all tickets raised by your organisation, please send us a support request, and we can review the permissions and notify you once access is granted. You can then select Organisation Requests to view your organisation’s tickets.

      

How to Manage Your Queries

Status Filters

You can view your open tickets via the Help Centre, and you can also check the status of your queries.

New means the request has been received but not yet taken by a member of the FundApps team.

Open means the request has been assigned and that the FundApps team is working to resolve your query.

Awaiting your reply means the FundApps has a follow-up question for you.

Solved means that your query has been resolved. You can reopen solved requests until they are closed.

Closed means that we have closed the request, and this ticket cannot be reopened. You can, however, create a follow-up request for a closed request.

Responding to a Ticket

If you would like to respond to your open queries directly from this screen, simply click on the query, scroll down to the bottom of the page and a text box will appear where you can submit a response to your open issue.

           

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