Support desk

Studio roles: "Owner" and "Administrator", and Studio users with a permission set that holds "Handle the support desk" or "Community: manage", which includes it. "Handle the support desk" changes the items' status and note, so a stakeholder cannot hold it. Other Studio users do not see "Support desk" in the sidebar. Permissions lists which permission each page and action needs.

The support desk collects what people send when a membership check did not let them in:

Membership enquiries, which your frontend sends when a check did not confirm someone's membership: about a travel, a Benefit, or nothing in particular ("Direct"). Each has an ME- reference, such as ME-2611-K7M4P, which the person also gets by email.
Support requests, which a person sends with "Request support" on the sign-in surface, see Support requests. Each has an SR- reference.

"Handle the support desk" also opens the member code query and the membership checks of each item's member code, without "Community: read". Nothing else of Community opens with it.

Find an item

Open "Support desk". The list shows membership enquiries and support requests together, newest first: "Reference", "Kind", "Person", "Member code", "About", "Frontend", "Status" and "Received", in your time zone.

Narrow it with the filters "Kind", "Status" and "Frontend"; "Clear filters" shows everything again. In Pannoniqa AG, "Kind: Membership enquiry" and "Status: Open" show the enquiries nobody has picked up yet.

Handle an item

Choose an item's reference. The page shows:

"Details": everything the person sent, as they typed it: name, date of birth, email, for an enquiry also phone and address, the member code under the label they typed it with (such as "Personalnummer"), the message and the consents with their texts; the frontend it came from, whether they were signed in, and when it arrived. An enquiry also shows its "Mail copies": whether the copies to the enquiry office, the applicant and the administrator were sent.
"Membership checks of …": the check lookup for the item's member code, with the register that decided and the reason, which the person never sees. You can look up another spelling of the code there.
"Status and note": set "Open", "In progress", "Done" or "Cancelled", and a note of up to 2,000 characters that only the support desk sees. Choose "Save".
"History": who changed the status or the note, and when. The note's text is not in the history.

If someone else changed the item since you opened it, your change is not saved: the page shows their change, and you save again.

How long items are kept

An item is kept 7 years after its last status change. When a membership is anonymized, the enquiries about it and the enquiries and support requests with its member code lose the person's details, the message and the note; the reference, the status and the offer stay. An item without a member code is not found by an anonymization.

Find an item

Handle an item

Choose an item's reference. The page shows:

"Details": everything the person sent, as they typed it: name, date of birth, email, for an enquiry also phone and address, the member code under the label they typed it with (such as "Personalnummer"), the message and the consents with their texts; the frontend it came from, whether they were signed in, and when it arrived. An enquiry also shows its "Mail copies": whether the copies to the enquiry office, the applicant and the administrator were sent.

"Membership checks of …": the check lookup for the item's member code, with the register that decided and the reason, which the person never sees. You can look up another spelling of the code there.

"Status and note": set "Open", "In progress", "Done" or "Cancelled", and a note of up to 2,000 characters that only the support desk sees. Choose "Save".

"History": who changed the status or the note, and when. The note's text is not in the history.

If someone else changed the item since you opened it, your change is not saved: the page shows their change, and you save again.

How long items are kept