Support Ticket Queue
The support queue on the admin dashboard is where SignPresenter staff triage every open ticket from every customer account. It's the workflow center for support — sorted, filterable, with one-click access to the customer's full account context.
Where to find it
Settings → Admin — the Admin Tickets panel sits in the right column of the admin dashboard, alongside revenue and affiliate summaries.
The queue
Every open ticket from every account, sorted newest first by default. Each row shows:
- The ticket subject (or first comment if no subject)
- The submitting user's email
- The account name
- Time since last activity
- A status badge (New, Open, Awaiting customer, Resolved)
Click any row to open the ticket.
Inside a ticket
The ticket detail view has:
- Comment thread — back-and-forth between the customer and SignPresenter staff, oldest first.
- Attachments — files the customer uploaded (screenshots, video clips, log files).
- Account context — a sidebar with the customer's account info, current screens, billing status. Click into Managing accounts for full detail.
- Reply box — where you compose a response.
Replying
- Read the comment thread to understand context.
- Check the account sidebar for relevant state — are they on a trial? what's their screen count? are there active billing issues?
- Compose a reply in the reply box.
- Optionally attach a file (link to a help article, screenshot of what you're showing them).
- Click Post.
The customer is notified by email with your reply. They can respond from inside SignPresenter or by replying to the email — both flow back into the same ticket.
Status workflow
| Status | When |
|---|---|
| New | Customer just opened it, no SignPresenter reply yet. |
| Open | Active back-and-forth in progress. |
| Awaiting customer | You replied; waiting on the customer to respond. |
| Resolved | Issue is fixed; customer or SignPresenter staff marks it complete. |
Resolve a ticket when the underlying issue is fixed and the customer has confirmed (or hasn't responded after a reasonable time). Resolved tickets disappear from the default queue but stay searchable in history.
Triage guidelines
When the queue is busy, prioritize in roughly this order:
- Production-down issues — screens not displaying, billing errors charging customers wrongly, login lockouts. Reply within minutes.
- Trial expiring soon — customers who can't get setup before their trial ends. Reply within a day.
- Onboarding questions — new users figuring things out. Often resolved by linking the right help article.
- Feature requests / general questions — important but not time-sensitive.
Common reply patterns
Resolved by a help article
Thanks for reaching out! This is covered in our Pair TV walkthrough — let us know if you hit any specific step that doesn't work for you.
Resolved with account intervention
I went into your account and re-enabled the lapsed subscription. Your screens should start showing content again within a minute or two. Sorry for the disruption!
Need more info
Could you send a screenshot of the error you're seeing? You can reply to this ticket and drop the image in.
Escalation
This looks like an issue with our video processing — I'm escalating to engineering and will follow up as soon as we have a fix. Expect an update within a business day.
Tips
Always link to a help article when you can. It saves you typing, gives the customer something to bookmark, and produces feedback you can use to improve the docs.
Don't share another customer's information in a reply. If a question requires comparing accounts (e.g., "is this the right behavior?"), describe the comparison generically rather than naming the other account.