Support Tickets and Internal Communication

This page covers the messages page at /employee/messages: what the support ticket system is for, how to file a ticket the desk can act on, how the thread and statuses work, and what response to expect. Your tickets file into the same Support Desk queue the admin side works: your ticket lands next to customer and seller tickets, tagged as an employee ticket and attached to your staff profile, and the desk's replies come back to this same page.

What tickets are for

Use a ticket for questions about your schedule, pay, the register, or anything else the support team can work asynchronously: a commission line missing an appointment, the schedule page failing to load, your shift roster showing the wrong location, a card reader down with nobody answering the phone, or a request for access to a module you do not have.

Do not use a ticket for

• Emergencies: call your manager.
• Incident reports: those go in the incident system; see Filing Incident Reports.
• Anything time-critical on the floor right now: a ticket is asynchronous by nature. If the shop is on fire, literally or figuratively, use the phone.
• Misconduct: use the protected channel in the Whistleblower & Internal Reporting policy (Whistleblower and Internal Reporting Policy), not a support ticket.

Filing a ticket

1. Pick a category and a priority.
2. Write a subject.
3. Describe the problem with specifics.

The categories are the desk's shared vocabulary

• general: the default; when nothing else fits, start here.
• technical: the portal, the register, or the app misbehaving.
• billing: pay questions that are not for your manager first. Most pay questions are for your manager; see My Pay.
• payments: payment processing issues.
• seller_support and dmca: you will rarely use these; they exist because the queue is shared.

Priorities are low, normal, high, and urgent. Use them the way the words mean. If everything is marked urgent, nothing is treated as urgent; marking a routine schedule question urgent spends credibility you will need when something actually is. Urgent means someone is blocked right now and losing money or customers.

Write the ticket as though the person reading it has never met you and cannot see your screen. "Schedule page broken" is a bad ticket. "Schedule page shows a loading error on the Today view since about 9am, tried refresh twice, Chrome on the front-desk tablet" is a good ticket: it gives the desk something to reproduce. Include the appointment number, the date, and the error text wherever you have them. Proper use of shared systems is covered by the Acceptable Use of Admin Tools policy.

The thread

Your ticket is a thread: the desk replies in it, you reply back, all on this page. Statuses move through open → pending → resolved → closed. If a ticket goes quiet, reply in the thread rather than filing a duplicate: duplicates split the conversation across two tickets and slow everything down.

Internal staff notes on your ticket never appear here. That boundary is deliberate: the desk needs room to coordinate without every half-formed internal message landing in front of you. You see the replies addressed to you. If a ticket seems stalled, the right move is a polite nudge in the thread, not a demand to see the internal notes.

If you see the unlinked-profile message

If the page says "Your sign-in isn't linked to a staff profile yet, so support can't attach tickets to you," your login works but there is no staff record behind it, so the desk has nothing to attach the ticket to. The page stays unusable until a manager links your profile: the same root cause as an empty dashboard; see Signing In to the Employee Portal. Do not try to file anyway; the ticket would go nowhere.

Response expectations

The desk works tickets in priority order during business hours. A normal-priority ticket filed Tuesday morning should get movement the same day; low-priority items can take longer. If something is genuinely blocking the floor: register down, nobody can check in: say so in the ticket and call. The ticket creates the record; the call creates the urgency. Both is fine.