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Answer enquiries from your site

Who can do this Owner, Admin

Every message a visitor sends through your site’s contact form lands here, so you can track it from first read to resolved.

Steps

Section titled “Steps”

  1. Open Website, then Support Tickets.

  2. Select a filter — All, Open, In Progress, Resolved or Closed — to narrow the list. Each ticket is filed under a category — General, Donation, Receipt, Ceremony, Refund, Technical or Other — so you can see at a glance what a visitor is writing about.

    the ticket list with the status filters visible

  3. Select a ticket to see the visitor’s name, email, category and message in full. Some tickets carry an AI-suggested priority or a suggested reply as a starting point — check it before you use any of it, since nothing is sent automatically.

  4. Move it through your workflow as you deal with it: select Start to mark it In Progress, Resolve once you’ve handled it, then Close.

  5. Add Admin Notes if you want to leave context for your team. These stay internal — the visitor never sees them.

  6. Reply to the visitor from your own email, using the address shown on the ticket. DonorCARE doesn’t send a reply on your behalf — it tracks the enquiry, not the conversation.

Section titled “Related”

Screenshots use sample data. Every screen on this page is captured against a demo organisation seeded with generated donors, amounts, receipt numbers and campaigns. Any resemblance to a real person or organisation is coincidental.