Support module — Complete guide

The Support module is how you get help from the platform team. When something isn't working, you have a billing question, or you'd like to suggest a feature, you open a support request and follow the answer right from your dashboard.

Each request keeps a full conversation: you describe your issue, the support team replies, and you can answer back until it's resolved.

In short: create a request → choose a category and priority → describe the issue (and attach files) → track its status → reply to the team until it's solved.

• Where to find it: in your Dashboard sidebar, use Get Support to open a new request and My Requests to track them.
• This is platform support — for help with Eglise Locale itself (your account, billing, a module that misbehaves), not a contact form for your visitors.
• Response time: the team typically replies within 24–48 hours on business days, and higher-priority requests are handled first.

Click New Support Request (or Get Support) and fill the form:

• Contact info — your name, email, phone and country are pre-filled from your account; adjust if needed.
• Category — what the request is about (technical issue, billing, account access, feature request…).
• Priority — Low, Normal, High or Urgent. Choose honestly — urgent issues are escalated first.
• Related module — which part of the platform is concerned (Agenda, Newsletter, Live…).
• Subject & message — a short subject and a clear description. The more detail, the faster we can help.
• Attachments — add screenshots or files (up to 5 files) to illustrate the problem.

My Requests lists everything you've submitted, with each ticket's status and priority:

• New — just submitted, not yet opened by the team.
• In Progress — the team is working on it.
• Replied — there's an answer waiting for you (a New reply badge highlights it).
• Closed — the request has been resolved and closed.

Click Open on any ticket to see the full conversation.

On a request's page you can see the original message, its details (category, module, priority), and the conversation with the support team. Replies from the team are marked clearly.

• Reply — add information or answer the team directly from the page, with optional attachments.
• Closed requests — once a request is closed, the conversation is read-only; open a new request if you need more help.

• One issue per request — it keeps the conversation focused and faster to resolve.
• Pick the right category and module so your request reaches the right people.
• Be specific — what you did, what you expected, and what happened. Add screenshots.
• Use priority honestly — reserve Urgent for things that block your church.
• Check My Requests for replies, and answer back to keep things moving.

That's it — the platform team is one request away whenever you need a hand.