Support Guide

For help-desk staff who triage support requests and assist users on RAD. New to RAD? Start with Using RAD.

What you can do

• Handle support tickets on the Support Tickets tab of the Help page — view tickets raised through the Help form, update their status, add notes, and assign them.
• View all deployments on the Deployments page.
• Use the Help page, including the Support contact form and the ROI calculator.

Your top navigation shows: Deployments and Help. (Support Tickets is a tab inside the Help page.)

Handling support tickets

The Support Tickets tab on the Help page is your main workspace.

1. Click Help in the top navigation bar, then open the Support Tickets tab.
2. Review the list of incoming tickets. Each ticket captures what a user submitted through the Help form.
3. Open a ticket to see its details.
4. Update the ticket status as you work it:
   • New — just received, not yet picked up.
   • In progress — you are actively working on it.
   • Resolved — the issue has been addressed.
   • Closed — the ticket is complete and needs no further action.
5. Add notes to record what you found, what you advised, or any steps you took. Notes keep the ticket history clear for you and your teammates.
6. Assign a ticket to the right person so it's clear who owns it.

Where tickets come from

Tickets are created from the Help page.

• On the Help page, the Support tab is a contact form. When a user fills it in and submits, RAD raises a support ticket and emails the support team.
• The Contact us link in the footer also goes to the Help page's Support form.

When a user asks how to reach you, point them to Help → Support (or the Contact us footer link). Anything they submit there shows up for you on the Support Tickets tab.

Viewing deployments

The Deployments page lets you look up deployments when helping a user. You cannot reach the module Sync console — module management is for admins and partners.

1. Click Deployments in the top navigation bar.
2. You see All deployments — every deployment on the platform.
3. Each row shows the module, deployment ID, project, status, the action, who deployed it, when, duration, credits, and the star rating.
4. Open a deployment to see its details, including Outputs (non-sensitive results once a deployment succeeds), Build Status (live logs), and Builds (build history).

Use the All deployments view together with the deployment ID a user gives you to find their specific deployment and review its status and logs.

What support can't do

To set expectations clearly, the Support role does not include:

• Viewing or editing user accounts.
• Changing anyone's credits or roles.
• Connecting a GitHub repository or syncing modules.
• Acting on another user's behalf — there is no impersonation anywhere in RAD.

If a request needs any of these, route it to an administrator (or to Finance for credit adjustments).

Getting help

• For platform basics — signing in, navigation, credits, and how deployments work — see Using RAD.
• For your own questions, use the Help page: the Support tab raises a ticket, and the ROI tab is an estimator for the value RAD delivers.