Handling support tickets
Answer your members' tickets, leave internal notes, and contact or escalate to SocietyLedger support.
Members' support tickets come to your association's admins and officers. This page covers answering them, and what to do when the problem needs SocietyLedger's help.
Before you start
You need the support permissions that come with the admin role: viewing all tickets, responding and managing them. Contacting SocietyLedger needs a separate permission, held by admins.
Answer a member's ticket
On the web
In the mobile app
The member is notified of every reply — an in-app notification, a push notification and an email. Internal notes notify no one.
Contact SocietyLedger support
When the problem is with the platform — billing, a bug, a module, a data correction or a feature request — send SocietyLedger a ticket of your own.
Only you can see a ticket you send to SocietyLedger — other admins in your association don't.
Escalate a member's ticket
If you can't solve a member's problem yourself, you can pass it on without sharing the member's ticket.
What SocietyLedger sees
Only what you write in the escalation. They never see the member's ticket, name or messages, and the member isn't told you escalated it.
What happens next
You follow an escalated or direct ticket under Contact SocietyLedger — the same screen as a member's ticket thread. You can reply, attach files, close and reopen it, and you're notified when SocietyLedger's team replies or marks it resolved.
Related
Opening and following a support ticket
Send a question to your association's admins, attach photos or PDFs, and follow the replies — on the web or in the mobile app.
Contacting SocietyLedger support
Who to contact for what: your association's admins, SocietyLedger's support team, or a chat about the app itself.
Last updated 22 October 2026
Opening and following a support ticket
Send a question to your association's admins, attach photos or PDFs, and follow the replies — on the web or in the mobile app.
Contacting SocietyLedger support
Who to contact for what: your association's admins, SocietyLedger's support team, or a chat about the app itself.