Support Hub

Answer a customer from the ticket detail page: open the ticket, stay on the Public reply tab, type your response, and click Send (or press Ctrl/Cmd + Enter).

Enrich a ticket reply from the composer: click Attach to add files, use Knowledge Base to insert a relevant help article, then send — your reply, files, and article reach the customer together.

Customers can reply by email and an assigned agent can answer from their own inbox — CornerSpot threads every reply back onto the right ticket automatically.

Add a team-only note from the ticket detail page: open the ticket, switch the composer to the Internal note tab, write your note, and click Send. Internal notes are never emailed to the customer.

Route a ticket to the right person from the ticket detail page: open the ticket, click the assignee control (it reads “Unassigned”), and pick a teammate — or press “a” to open the menu.

Act on several tickets at the same time from the inbox: select rows with the checkboxes, then use the bulk bar to change status, priority, or category, assign or unassign, and clear your selection.

Tag a ticket from the ticket detail page: open the ticket, use the category dropdown to pick one of your team’s categories (or "No category"), and the change saves instantly.

Move a ticket through its lifecycle from the ticket detail page: open the status control (shortcut “c”) and choose Open, Pending, Resolved, or Closed.

See how a portal-opened ticket links to the customer’s CRM contact and account, and how to follow the sidebar links to their contact record and the account’s Support Tickets tab.

Clean up tickets you no longer need: an admin revokes (soft-deletes) a ticket to remove it from the queue while keeping it recoverable, then can permanently delete it for good — which cannot be undone.

Locate tickets fast in the shared inbox: search by subject, combine the Status, Priority, Category, and Assignee filters, sort by any column, and set the page size — CornerSpot remembers your view.

A guided tour of the ticket detail page: the header (number, subject, requester, account), the conversation timeline, and the details sidebar with the Ticket, Timeline, and Attachments sections.

Flag how urgent a ticket is from the ticket detail page: click the priority control and choose Low, Medium, or High (High appears in red). Priority is a simple, mutable label you can filter and sort the inbox by.

Make support emails look like your own: set a From name and Brand name, add a logo and a help footer on the Email Branding tab, then click Save Changes.

Define the categories your team and customers tag tickets with: from Support Settings → Categories, click New category, set a Code, Name, and optional Description, then Create — plus edit, toggle, reorder, and delete.

Set who hears about new support tickets on the Notifications tab of Support Settings: choose a role, everyone, or specific people, then click Save preferences.

Control whether and what files customers can attach to tickets: open Support Settings → Attachments, turn uploads on or off, choose System defaults or a Custom list of file types, then click Save changes.

As a customer types a subject in the portal’s New support request form, CornerSpot surfaces matching help-center articles under “One of these might already answer your question” — so they can self-serve before opening a ticket.

See exactly what your customers do to open a support ticket from the Members Portal — New request, subject, category, priority, message, submit — and how their contact and account are attached automatically.

When a visitor leaves a message in Live Chat and no operator is available, the conversation becomes a tracked support ticket — shown in your shared inbox with the source “Live Chat - Away”.

See what your customers see when they track their support tickets in the Members Portal — the Support list with All / Open / Resolved tabs and the unread dot, plus the ticket thread and its Details panel.

A guided tour of the Support Hub: the Ticket inbox, Categories, and Support Settings cards, and the three ways tickets arrive — the Members Portal, Live Chat, and your shared inbox.

Learn the vocabulary of the Support Hub: the four ticket statuses (Open, Pending, Resolved, Closed), the three priorities, how a ticket is assigned to one teammate, and the difference between a public reply and an internal note.