# Answer inquiries from your site

> Reading and replying to the messages visitors send you.

Source: https://donorcare.my/help/organizations/website/answer-support-tickets/

**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

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.

   *Screenshot: 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 inquiry, not the conversation.

## Related

- [Manage your FAQ](https://donorcare.my/help/organizations/website/manage-your-faq/)
- [Build your public site](https://donorcare.my/help/organizations/website/build-your-public-site/)