Step-by-step guide
Support and customer communication
Use the in-app support bubble as a traceable workspace inbox while keeping public website visitors on the lightweight contact form.
How to do this in CashyNest
Logged-in users can raise and track support requests inside the workspace popup, while public visitors continue to use the simple marketing support form.
Raise a new in-app request
Menu path: App shell > Support bubble > New Request
Route:Support popup
- Open the support bubble from any app page.
- Choose New Request and enter a clear subject and detailed message.
- Submit once; the loading state prevents duplicate clicks while the request is being created.
Expected result: A support thread is created for the active organization and an email trail is started.
Track existing support threads
Menu path: App shell > Support bubble > Inbox
Route:Support popup
- Open Inbox to view previous conversations.
- Filter by status to focus open, in-progress, resolved, or closed threads.
- Use the unread dot on the support button as a cue to review new replies.
Expected result: Users can follow support progress without leaving their accounting page.
Read a conversation
Menu path: App shell > Support bubble > Inbox > Thread
Route:Support popup
- Open a thread to view the conversation timeline.
- Use Back to return to the list and Refresh to load the latest replies.
- Continue the same thread for follow-up context instead of creating duplicates.
Expected result: Support history stays attached to one traceable workspace conversation.
Outcome to achieve
- Raise new support requests without leaving the accounting workspace.
- Track old support conversations, unread replies, and status from the same popup.
- Keep marketing-site visitor support simple for non-logged-in users.
Step-by-step setup
Create a new request
Open the support bubble from inside the app and use the New Request tab for a fresh issue.
- Write a specific subject that includes the affected workflow or document.
- Add exact context such as organization, document number, and expected outcome.
- Submit once and wait for the loading state so duplicate requests are not created.
Review existing conversations
Use the Inbox tab to see previous support threads and filter by status.
- Use Open, In Progress, Resolved, and Closed filters to narrow the list.
- Look for the unread dot on the support button when a reply is waiting.
- Open the conversation to read the full thread without leaving the popup.
Use the conversation view
Treat each thread like a compact chat timeline with refresh and status visibility.
- Use Back to return to the inbox list.
- Use Refresh from the same position to pull the latest replies.
- Keep follow-up details in the same thread so the ops team has full context.
Understand public website support
Visitors on the marketing website continue to see the simple contact form because they are not authenticated.
- Ask prospects to include email and business context in the public form.
- Move account-specific questions into the logged-in app support bubble when possible.
- Rely on email notifications and the in-app inbox for logged-in workspace follow-up.
Best practices
- Use one support thread per issue so status and resolution stay clean.
- Include screenshots or document numbers in the first message when possible.
- Check the support bubble unread indicator during daily finance operations.
Common mistakes to avoid
- Submitting the same issue repeatedly because the button was clicked multiple times.
- Starting a new thread for every reply instead of continuing the existing conversation.
- Sending sensitive account-specific details from the unauthenticated public website form.
Reports to watch
- Support Inbox: monitor open and in-progress operational requests.
- Ops Support Console: review customer threads, assignments, and replies.
- Email Notifications: confirm the customer receives external follow-up when agents respond.