Tickets
/client/tickets opens with tiles for open tickets, tickets awaiting the client's reply and closed ones, and a notice when replies are waiting. The table lists subject and number, department, last update and a status badge; Open shows those not closed, All shows every ticket. A ticket with a staff reply the client has not seen carries "New reply". The sidebar's Get Help block links to Open a Ticket, the knowledgebase, announcements, network status and downloads. Needs "Use support tickets".
Open Ticket (/client/tickets/new) first asks for the department when there is more than one (departments marked hidden are not offered; departments for clients only are hidden from guests). The form has the subject, the related service or domain (optional), the priority, "Copy replies to" (when "Clients may add copy recipients" is on), the message and attachments (the allowed types and size limit are shown). The form sits on the left; the column beside it shows "Before you open a ticket": articles that match the subject typed so far (the most read ones until a subject is typed), the departments' descriptions and tips for a quick answer. The suggestions appear when "Suggest knowledgebase articles while writing a ticket" is on. The ticket's number is shown and the client is taken to it; "Ticket received" is emailed.
When "Only signed-in clients may open tickets" is off, visitors can open tickets too: the form asks for their name and email address and a captcha. A guest follows the ticket through the link in the email (/ticket/NUMBER?k=KEY), where they can reply, close and rate the same way as a client.
/client/tickets/NUMBER shows the number, subject and status badge with Close Ticket and Reply buttons, a note naming the related service or domain, the reply box at the top with its formatting bar and attachments (replying to a closed ticket opens it again), and the messages as bubbles, staff replies shaded, oldest or newest first as set in General Settings, Support, with their attachments. The sidebar's Ticket Information block shows department, status, priority, opened and last reply times and the owner; Other Tickets lists the account's other open tickets. A guest sees the same information in a card above the messages. When "Clients may rate staff replies" is on, each staff reply has stars from 1 to 5. Close Ticket is offered unless staff prevented closing by the client.
Feedback: when a ticket is closed, the email "Feedback on a closed ticket" links to /ticket/NUMBER/feedback, where the client rates the help from 1 to 10 and may add comments, once per ticket.
Knowledgebase
/knowledgebase is public. It opens with a search box in a banner, the top-level categories as cards with their article counts, the most popular articles and a "Still need help?" card. A search looks in titles, text and tags. /knowledgebase/category/ID lists a category's subcategories and articles; /knowledgebase/article/ID shows the article with its views, tags and how many found it helpful, "Was this article helpful?" (Yes or No, counted once a day per address), and beside it related articles, the other articles of the section and a link to open a ticket. Articles marked private are shown to signed-in clients only; a visitor who opens one is sent to sign in.
Announcements
/announcements lists published announcements as dated cards, ten a page, newest first, with the first lines and Read more; /announcements/ID shows one. Public.
Downloads
/downloads lists downloads by category, each category a card and each download with its kind, size and download count, with a search box at the top. Each download has Download, or a note: "Sign in to download" for downloads for clients only, "For clients with the matching product" for downloads tied to a product the account must have an active service of. A download may be a file or a link to another site. Signed-in clients see the page from the Support menu; it is also public.
Network Status
/network-status shows open issues (outages and maintenance) as cards, with tabs for Scheduled and Resolved ones, each with a priority and status badge, what it affects and the times; then the servers with "Normal" or "Issue reported" badges. "All systems are working normally" is shown when nothing is open. With "Network status only for signed-in clients" on, visitors are sent to sign in.