Support Tickets

Homeschool Hive includes a built-in support ticket system so you can get help directly from the support team. You can create tickets, track their progress, and exchange messages -- all from within your account.

Access Support Tickets

1. Click your profile icon in the top right corner
2. Select Account Settings
3. Click Support in the sidebar

This page shows all of your support tickets with their current status.

Create a New Ticket

1. From the Support page, click the New Ticket button in the top right corner

2. Select a category that best describes your issue:

   Category	Use For
   Technical Issue	Bugs, errors, or features not working correctly
   Billing & Payments	Charges, invoices, payment method problems
   Refund Request	Requesting a refund for an event or membership
   Getting Started	Help with setting up your account or joining groups
   Report Issue	Reporting inappropriate content or user behavior
   Other	Anything that does not fit the categories above

3. Enter a Subject -- a brief summary of your issue (up to 200 characters)

4. Write a Description with the details of your problem or question (up to 10,000 characters)

5. Click Submit Ticket

After submission, you will see a confirmation with your ticket number (for example, "TKT-0042"). The support team aims to respond within 24 hours.

Write a Clear Description

The more detail you provide, the faster the team can help. Include what you were doing, what you expected to happen, and what actually happened. If the issue involves a specific group or event, mention it by name.

Ticket Statuses

Each ticket has a status that tells you where it is in the support process:

Status	What It Means
Open	Your ticket has been submitted and is waiting to be picked up
Awaiting Your Reply	The support team has responded and is waiting for you to reply
Awaiting Response	You have replied and the team is reviewing your message
In Progress	The team is actively working on your issue
Resolved	Your issue has been resolved
Closed	The ticket is closed and no further action is needed

Status badges are color-coded on the tickets list so you can quickly see which tickets need your attention.

View and Respond to a Ticket

1. From the Support page, click on any ticket to open it
2. The ticket detail page shows:
   • Ticket number and current status
   • Subject and creation date
   • Full message thread between you and the support team
3. To reply, type your message in the text box at the bottom
4. Click the Send button or press Cmd+Enter (Mac) / Ctrl+Enter (Windows)

Your messages appear on the right side of the conversation, and support team responses appear on the left. System messages (such as status changes) appear centered.

Awaiting Your Reply

When a ticket shows "Awaiting Your Reply," the support team needs information from you before they can continue. Check the latest message and respond as soon as you can to keep things moving.

Ticket History

All your tickets remain on the Support page so you can reference past conversations. The list shows:

• Ticket number -- a unique identifier for each ticket
• Subject -- the title you provided
• Status -- the current state of the ticket
• Created date -- how long ago the ticket was opened

Tickets are listed with the most recent activity first.

After a Ticket Is Resolved or Closed

When a ticket is resolved or closed:

• The message thread is preserved for your reference
• The reply box is replaced with a notice confirming the ticket status
• If you need further help on the same issue, you can create a new ticket

Need More Help?

If a resolved ticket did not fully address your issue, click Create a New Ticket from the closed ticket page to open a follow-up.

Common Questions

How long does it take to get a response?

The support team aims to respond within 24 hours. Response times may vary depending on ticket volume and complexity.

Can I edit a ticket after submitting it?

You cannot edit the original subject or description, but you can add more details by sending a follow-up message in the ticket thread.

How do I check if there is a known issue?

Visit the Help Center for common troubleshooting guides and known issues before creating a ticket.

Can I reopen a closed ticket?

Closed tickets cannot be reopened. If you need further assistance, create a new ticket and reference your previous ticket number.

What's Next?

1. Help & Feedback -- Report bugs or request features
2. Profile Settings -- Manage your account
3. Subscriptions -- View your membership billing