Getting help
Every page has a support menu in the top-right — the question-mark icon, beside the notification bell. It holds four things: Get help, My tickets, Documentation, and Send Feedback.
Get help and Send Feedback are two doors onto the same desk, sized for two different moments. Use Get help when something is wrong and you need an answer: it asks you to pick a topic and write a subject, because that is what routes it. Use Send Feedback for an idea or a nuisance — a category and a paragraph, nothing else to fill in.
Either way you get a ticket you can follow, and either way somebody replies. Both appear in My tickets.
Filing a ticket
Open Get help and pick the topic that fits. It opens over whatever you were doing rather than taking you somewhere else, so closing it puts you straight back. You never choose who to send it to — the topic decides. Some topics go to your organization’s headquarters, others to GreekManage.
That is deliberate. Asked to choose between “my organization” and “GreekManage”, most people pick wrong, and a mis-routed ticket sits in the wrong queue before being handed on. Picking what is wrong is a question you can actually answer.
Once you pick a topic, a Who will see this panel appears above the send button and names, in plain language, who will read the ticket and who will not. Read it before you type anything sensitive.
If you already have a ticket about it
When your subject looks like something you have already asked, the form says so and links to the open thread. Replying there usually gets an answer faster than opening a second ticket — but if it really is something new, carry on. Nothing is blocked.
Confidentiality
A ticket you send to GreekManage cannot be read by your organization’s administrators. Not “is hidden from” — cannot be read. The restriction is enforced by the database itself, not by the screens, so it holds no matter which page or which part of the app is asking.
This matters if you ever need to report something about your own chapter or its leadership. That ticket goes to GreekManage and stays there.
A ticket you send to your organization is visible to its administrators and regional administrators. It is not visible to other members of your chapter.
Following a ticket
My tickets lists everything you have asked for help with, both desks in one place, so you never have to remember where a question went. The Handled by column is the only place the difference shows.
Open a ticket to read the thread and reply. You will get a notification when somebody answers, and it links straight to that thread.
My tickets and the ticket thread are full pages rather than pop-ups, since they are what those notifications and emails point at. Each has a Back button at the top left that returns you to whatever you were doing — or to your dashboard, if you arrived from a link.
“Escalated”
Sometimes your organization decides a problem is really a platform problem and passes it to GreekManage. Your ticket’s status changes to Escalated and a banner explains what happened.
You do not need to do anything, and you do not need to re-file. The answer arrives on the same thread you have been reading. You will not see a second ticket appear for the GreekManage side of it — there is one, but it is theirs to work, and everything you need comes back to yours.
“Waiting on you”
The desk has replied and is waiting for something from you. Open the ticket and reply to move it along.
“Resolved” — and reopening
When a ticket is resolved you will see a note saying so. If it turns out not to be fixed, just reply on the same thread: that reopens the ticket and puts it back in front of whoever was handling it. You do not need to file a new one.
Attachments
You can attach one file per message — a screenshot is usually the most useful thing you can send. JPEG, PNG, GIF, WebP and PDF, up to 25 MB.
When GreekManage can’t reach its servers
If a red bar appears across the top reading “GreekManage is having trouble reaching its servers”, the problem is on our side, not yours. Pages may fail to load or refuse to save while it is showing. You can dismiss the bar with the × if it is in your way; it comes back on its own if the trouble is still there next time something fails, and disappears once anything loads successfully again.
There is a separate, similar bar reading “No internet connection” — that one means your own device is offline, so it is worth checking your connection before anything else.
On the sign-in screen the same outage reads “Service unavailable — try again shortly.” That message means exactly what it says: your email and password were never checked, so there is nothing wrong with them and no reason to reset anything. Wait a minute and sign in again.
A scheduled maintenance message is a different thing — that one is planned, and it carries whatever note the people running your platform left about when it will be back.
Filing a ticket during an outage may not work, since the ticket desk runs on the same servers. If you can reach it, say what you were doing and roughly when; if you cannot, it is worth trying again once the bar clears.