Introduction to the Support Module

FranConnect's Support module is a key tool for anyone running a franchise. It helps solve problems quickly, keeping everything running smoothly. In this article, we'll show you how to use this module effectively. You'll learn about its features, how to make the most of them, and tips for getting the best results. Whether you're new to FranConnect or looking to get more from it, this guide will help you use the Support module to support your franchise's success.


Dashboard | Tickets | Search | FAQs | Contact Info | Reports



The Dashboard page shows you an overview of all of the support tickets that have been submitted from your account. Tickets are sorted by status and by the department that submitted the ticket. You can filter these results by ticket owner or by the reporting date by using the filtering options above the table.



The Tickets page serves as your central hub for managing existing support tickets and initiating new ones, streamlining the process of tracking and resolving support issues efficiently. From this page, you can navigate to any ticket by clicking on its ticket number.


A typical ticket will look like the following:


Returning to the main Tickets page, you can perform various actions on a ticket by clicking the gear icon next to the corresponding ticket as seen below:


You can create a ticket by clicking the Create Ticket button above the table.


You will be taken to the following page:


Fill out the form on this page. Once you have confirmed that all of the information you have entered is correct, click Submit to submit your ticket.



The Search page enables you to find a ticket using the various criteria seen above. We always recommend that you keep your ticket number as this is the most reliable way to locate a ticket. However, if you don't have the ticket number, you can use this page to find the ticket using other information.



The FAQs page shows all of the FAQs that you have configured in your system. These questions can be configured in the Support section of Admin.

Contact Info


The Contact Info page shows the main point of contact for each department. These contacts can be configured in the Support section of Admin.



The Reports page provides you with basic reporting about your history of support tickets.


Having read this article, you should now have a basic idea of what you can do with the Support module in FranConnect.

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