Most support tickets start with your customer. From the Members Portal, a signed-in customer can open a support request in a few seconds — and because they're already logged in, the ticket arrives in your shared inbox with their identity, contact, and account attached automatically. This guide walks through exactly what your customers see, so your team knows how identified tickets come in.
How customers open a support ticket from the Members Portal
Your customers do this from the portal's Support page at /support. Here's the whole flow, from their side.
1. Open the Support page
After signing in to your members portal, your customer opens the Support page. It lists any requests they've already submitted, and gives them a New request button to start a new one.
2. Start a new request
They click New request, which opens the New support request form. (It reassures them up front: "We typically reply within 4 hours.")
3. Add a subject
First they enter a short Subject describing the issue. As they type, the portal may surface matching help-center articles under "One of these might already answer your question" — so some customers find an answer without ever submitting.
4. Pick a category (optional)
They can choose a Category to help route the request to the right team. The options here are the categories you've set up in Support Settings; if none fit, they can simply leave it on Choose a category.
5. Set a priority
Next they pick a Priority — Low, Normal, or High — to signal how urgent the issue is. (Note: what customers see as "Normal" appears to your team as "Medium".)
6. Describe the issue
In the How can we help? box they explain the problem in their own words, and can attach files if it helps you diagnose it.
7. Submit the request
Finally they submit. A "Request submitted" confirmation appears, and the new ticket shows up both in their portal ticket list and — most importantly — in your team's shared ticket inbox.
What your team gets
Because the request comes from a signed-in customer, CornerSpot attaches their identity, contact, and account to the ticket automatically. Your team opens it with full context — no back-and-forth to figure out who's writing or which account they belong to.
Good to know
- Replies, until it's closed: Customers can keep replying in the ticket thread — with attachments, emojis, and GIFs — until the ticket is closed.
- Closed tickets are read-only: Once a ticket is closed, the reply box disappears and the customer is prompted to open a new request instead.
- Self-service first: The article suggestions on the subject line help customers answer their own question before they ever submit — keeping your queue focused on what really needs you.
- One shared queue: However a ticket arrives, your whole team works it from the same inbox in the Support Hub.