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.
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| Cancelled | Case was withdrawn or not valid |