Raising a support ticket to a client - Glow
Knowledge Base

Raising a support ticket to a client

Step 1

Login to your Glow account.

Step 2

Once logged in, click on Support Tickets from the main left hand menu.

glow manage multiple wordpress sites, all support tickets

Step 3

The Support Tickets screen will load the All tickets tab from the inner menu automatically. Click on the Raise ticket tab from the inner menu.

glow manage multiple wordpress sites, raise support ticket to client

Step 4

On the next screen, begin by selecting the client from the dropdown menu towards the top. This is the client who you will be sending your message to.

glow manage multiple wordpress sites, raise support ticket to client, choose client

Step 5

Next, if the client you selected in Step 4 above has more than 1 user registered to their account, you’re able to select which of those users will receive the notification about this ticket.

glow manage multiple wordpress sites, raise support ticket to client, choose user

Step 6

Now write a Subject for this ticket in the Subject box.

glow manage multiple wordpress sites, raise support ticket to client, write subject

Step 7

Further down the screen you will also see a text box where you are able to write your message to your client.

If you need to attach a file to the message, click on the box beneath the text box where it says Drop files here or click to browse.

This will open a window from where you can select one or more files to attach to the ticket.

glow manage multiple wordpress sites, raise support ticket to client, write message

Step 8

Click the Send button.

You will see a success message on screen, confirming that the ticket has been sent.

Your client will now receive an email notification, informing them that you’ve sent a message. They will be able to open the link in the message and reply.

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