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This article covers the two communication surfaces of your organization panel: notification settings (who gets emailed about activity, contact form submissions, and the onboarding email pause) and support tickets (raising tickets to your provider and handling tickets from your own learners). It is written for organization admins.
Where to find it
Sign in at /org-admin.
- Notification settings live under Settings, in the Email tab. Its sections are Activity Notifications, Contact Form Recipients, Pause Emails (Onboarding), and Email Template.
- Tickets live under Support Tickets in the sidebar. Contact form submissions from your storefront land under Inquiries.
- Your own personal notification toggles are in your profile popup, opened from your avatar in the top bar.
Choose who hears about learner activity
When a learner completes a course or earns a certificate:
- Open Settings, then the Email tab, then Activity Notifications.
- The Notify organization admins toggle controls whether every org admin gets an email and an in-app alert for each completion and certificate. It is on by default.
- Under Also email these addresses, add extra recipients such as an operations or compliance inbox. They receive the same alerts and do not need accounts on the platform.
- Click Save.
Route contact form submissions
Submissions from your storefront's contact form normally email your organization admins. To send them somewhere else:
- In the Email tab, open Contact Form Recipients.
- Add one or more addresses under Send contact submissions to. When set, these addresses replace the admin emails. Admins still get the in-app alert and can read and reply from the Inquiries inbox.
- Leave the list empty to fall back to your provider's list, or failing that, to emailing admins as usual.
Pause emails while you populate accounts
When you are bulk-adding users, groups, and enrollments, you may not want every action to fire an email:
- In the Email tab, open Pause Emails (Onboarding).
- Turn on Pause all emails for this organization. While on, emails to your organization's members are dropped; in-app notifications still appear.
- Optionally set an auto-resume time so the pause lifts itself. Leave it blank to stay paused until you switch it off.
Important exceptions always send even while paused: password reset links, purchase and payment confirmations, receipts, and fulfilment emails. Someone who pays always gets their confirmation.
The Email Template section on the same tab lets you customize the notification emails your members receive, with a preview and a reset to default.
Raise a ticket to your provider
- Open Support Tickets and click New Ticket.
- Enter a subject and description, pick a priority (Low to Urgent) and a category: General, Billing, Refund, Technical, Course Content, or Account.
- Submit. The ticket goes to your provider's team, and their replies appear on the ticket. Each ticket has a reference number (like TKT-000123) to quote in any follow-up.
Refund requests are just tickets in the Refund category; the Billing & Subscriptions page can pre-fill one for a specific invoice.
Handle tickets from your learners
The same Support Tickets list shows tickets raised by members of your organization (learners submit them from the Support page in their own panel).
- Open a ticket to read the thread and reply. Attachments up to 5 files are supported on tickets and replies.
- Set the status (Open, In Progress, Resolved, Closed), priority, and category as you work it.
- Assign the ticket to one of your organization's admins if someone specific should own it.
Some status changes happen automatically: when someone other than the ticket owner replies to an Open ticket it moves to In Progress, and when the owner replies to a Resolved ticket it reopens.
Note for group leaders: a group leader signing in at /org-admin sees a slimmer menu with a Support item, which is their own personal ticket list, the same flow a learner has.
Why did this happen?
I added new users but nobody received an invite
Check whether emails are paused: Settings, Email tab, Pause Emails (Onboarding). While the pause is on, invites, set-password links, and enrollment confirmations are all held. Turn the pause off, or wait for the auto-resume time, then re-send what you need.
A learner got a receipt while our emails were paused
That is intentional. Password resets, purchase confirmations, payment notifications, and fulfilment emails are on an always-send list because dropping them would break real transactions. The pause only suppresses routine notification email.
Contact form submissions stopped emailing our admins
Someone set addresses under Contact Form Recipients. When that list is filled in, it replaces the emails to organization admins. The submissions themselves are not lost: admins keep the in-app alert and everything is in the Inquiries inbox. Clear the list to go back to emailing admins.
Why can't I assign a ticket to my provider's staff?
Organization admins can only assign tickets to admins within their own organization. Handing a ticket to the provider's queue is the provider's decision, not something the customer side can do. If a ticket needs your provider, raise a new ticket to them describing the issue.
Why did a resolved ticket reopen on its own?
The person who raised it replied after it was marked Resolved. A reply from the ticket owner automatically reopens the ticket and notifies the people handling it, so follow-ups are never missed on a closed thread.
Can I leave a private note on a ticket?
No. Internal notes are reserved for your provider's support staff. Anything you write on a ticket is posted as an ordinary reply and is visible to the other participants, so word replies accordingly.
Related
If something here does not behave as described, open a ticket through support and include the ticket number or setting involved.