Help Desk

The support ticket system where members submit and track help requests.

The Help Desk page provides a built-in support ticket system so members can request assistance and track the progress of their enquiries.

What members see

Quick actions

Button	Description
Help Me Find	Opens an AI chat assistant for self-service answers (if enabled)
Request Help	Opens a form to submit a new support ticket

Ticket list

A table of submitted tickets with the following columns:

Column	Description
Subject	Ticket subject line (truncated)
Opened	Date and time the ticket was created
Status	Red badge = Open, Green badge = Closed

Members can filter tickets by Open or Closed status.

Ticket detail

Clicking Manage on a ticket opens a detail modal where members can:

• View the full conversation history
• Read staff responses
• Add comments and replies
• Close or reopen the ticket

Creating a ticket

The “Request Help” button opens a modal form. Support for deep linking is built in — append ?action=create&subject=X&message=Y to the URL to pre-populate the form (useful for contextual help links).

Key features

• AI-powered self-service — the “Help Me Find” button uses AI to answer common questions before creating a ticket.
• Threaded conversations — staff and members can exchange messages within each ticket.
• Deep-link support — pre-fill ticket subject and message from URL parameters.
• Analytics — AI chat usage is tracked for reporting.

Module requirements

Requirement	Effect
Help desk enabled	The entire page is gated by the help desk module being active
New messages enabled	Controls whether members can create new tickets

Configurable sections

Setting	Default	Effect
Show title	On	Display the section heading
Show filter bar	On	Show the status filter
Show Help Me Find button	On	Display the AI assistant button (also requires feature flag)
Show Request Help button	On	Display the new ticket button (also requires help desk module settings)

Combine the Help Desk with the FAQ page to deflect common questions — members can search the FAQ before submitting a ticket.