The application portal also has a support ticket system. Support tickets are an easy way to resolve patron inquiries.
How Support Tickets Work
Overview
How do patrons submit support tickets?
1. By clicking a link in their application email.
2. By clicking a link on their community's webpage.
Do I get notified if a member submits a support ticket?
Yes. To change this setting, contact your account administrator.
How do I view and resolve support tickets?
Support tickets are flagged with a support icon in the application portal. The next steps depend on the situation. If you don't know what to do, you can usually find another help article to find instructions. Escalate the ticket to AGS or reach out to your AGS representative for help if you need it.
Full-Service Clients
AGS employee's will view and resolve support tickets on the community's behalf. If a support ticket is unable to be resolved by AGS, the ticket is flagged to the community for further review.
Self-Service Clients
All support tickets are flagged to the community to resolve. If a support ticket is unable to be resolved by a community's facility manager, the ticket can be escalated to AGS.