Families and staff write to the office from the phone app (More > Help and support > New request). The office answers here. Open Support in the menu. A counter shows the number of open requests.
The list
The tiles show Open, Waiting for the family, With SunRuby and Overdue. Overdue means nobody touched an open request for 48 hours. A table lists Number, Title, From, Status, Assigned to and Last update. The default view, Needs attention, hides answered and closed ones. Use Show (Assigned to me, Not assigned, All requests), Category and the search box. A family request shows the child's name under the title.
Open a request
- Click the request. You see the conversation, and on the right Details, Assigned to, Status, SunRuby support and Files.
- Write in the reply box. There are two modes: - Reply to the family. Blue box. The family reads it. The status becomes Waiting for the family. - Internal note. Dashed marigold box. "Only the office reads a note. The family never sees it." The status does not change.
- Add files with Add files: PDF or image, up to 5 MB each, 10 files at most. Other kinds are refused before sending.
- A reply is up to 4,000 characters. An empty one says "Write something first."
Assign, change status, close
- Assign to me, or choose another person who answers support requests, or Remove assignee.
- Status > Being looked at, or Answered (it asks for a message to the family).
- Close request. Nobody can reply to a closed request and it cannot be opened again. The family can start a new one.
Pass it to SunRuby support
For a fault in the software: press Pass on to SunRuby support and say why. SunRuby can read the conversation, notes and files, and answers the office only. The family sees a note that it was passed on, not your reason. When SunRuby hands it back, you see their answer in a blue box "From SunRuby support, the family does not see this".
Settings
Under Institute > Settings the card Support requests has:
- Allow support requests (if off, the phone app hides the form; old requests can still be answered)
- Open requests one person may have (1 to 20)
- Close answered requests after (days, 1 to 90)
- Allow passing requests on
Who sees the desk
The principal and others with permission to see all requests. Accountants, teachers and parents do not have the Support menu. SunRuby's own staff have SunRuby support, which shows only requests passed on, with the first name only. They never reach the family.
Common questions
The family did not get my reply.
Check that the mode was "Reply to the family" and not an internal note.
I cannot add an internal note.
That right is separate. A custom role may lack it.