Support
Overview
Support case management in the APOA Congress admin platform.
Support
The Support section lets you manage incoming support cases from attendees and delegates. It requires the Support - Read Support Cases policy.
Case list
Navigate to Support Tickets in the left menu to see all cases. The table shows:
| Column | Description |
|---|---|
| Status | Colour-coded badge showing the current state of the case |
| Category | The topic area of the case |
| Customer | Name of the person who raised the case |
| Customer's email address | |
| Agent | The team member assigned to handle the case |
| Messages | Number of messages in the thread |
| Created | Date the case was opened |
Click any row to open the full case detail.
Filtering and search
- Use the search box at the top to filter by customer name, email, or case summary
- Use the Status dropdown to filter by a specific status
Case statuses
| Status | Meaning |
|---|---|
| New | Just received, not yet reviewed |
| Open | Acknowledged and being worked on |
| In Progress | Actively being handled |
| Pending | Waiting on a response from the customer |
| Escalated | Needs urgent attention or senior involvement |
| On Hold | Paused pending external input |
| Resolved | Issue has been fixed or answered |
| Closed | Case is complete and archived |
| Cancelled | Case was withdrawn or not valid |