How do I open a support ticket in the app, and what do the ticket statuses mean?

Support is where you ask Maximum.Community for help with the app itself — a screen that will not load, a pass that behaves oddly, a question about how something works. It is different from Messages, which goes to your own community office. Use Support for the software; use Messages for anything about your community.

Open a ticket

1. On the web at app.maximum.community, choose Support from the menu and tap New Ticket.
2. If you belong to more than one community, pick the one the question is about. With one community, it is selected for you.
3. Enter a Subject (up to 200 characters) and your Message (up to 10,000). Counters show how much room is left.
4. Tap Submit ticket. The ticket appears in your list straight away.

What the statuses mean

• Open — waiting on Support. A new ticket starts here, and every reply you send sets it back to Open.
• Pending — Support has replied and is waiting on you. These two are the statuses you will normally see.
• Resolved — Support has marked it resolved. You can still reply, and that reopens it.
• Closed — finished. A Closed ticket says “This ticket is closed.” and has no reply box; open a new ticket for anything further.

Where replies show up

• You get an in-app notification, “Support replied to your ticket”. An email copy of the reply is sent by the help desk itself, so you will not get a second email from the app.
• Replies are pulled in on a background sync, and the ticket page re-checks every 20 seconds, so an answer can take a few minutes to appear after it is written.
• Messages are labelled Support or You, each with a timestamp. Internal notes agents write to each other are never shown.

Good to know

• Your ticket is saved in the app first and mirrored to the help desk afterwards, so it is kept even if the help desk is briefly unavailable.
• You only see tickets you created, sorted by most recently updated.
• Attachments are not supported yet. Describe what you see and, if useful, the exact wording of any error.
• Support is a web page; the iPhone app does not include it.

Related

See “How do I contact my community office or security?” for community questions, and “The app won't load, or I need to update it” before opening a ticket about the app.