How do I monitor or update my Support Request Ticket?
Once you've submitted a support ticket, you don't have to wait in the dark. This article shows you how to check on your request, add notes or files, and mark it complete when your issue is resolved.
Note: Tickets submitted through the platform first go to your organization’s Account Admin. The Admin can then involve the Bonterra support team directly from the ticket if needed.
Before You Begin
Make sure:
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You are logged in to EveryAction.
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You have already submitted a support request ticket.
Step 1: Go to Manage Support Requests
Most people start on the EveryAction Home Page.
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From the left-hand menu, click Administration.
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Select Manage Support Requests.
If you don't see Administration in your menu:
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Use the Search for a page field in the left-hand navigation.
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Type Manage Support Requests and select the result.
| Tip: The Search for a page field is always available in the left-hand menu, no matter how your navigation is set up. It's a reliable way to find any page quickly. |
Step 2: Find Your Ticket
On the Manage Support Requests page, you'll see a list of your submitted tickets.
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New responses from the support team appear in bolded text so they're easy to spot.
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Click the Subject line of a ticket to open it.
Step 3: Update Your Ticket (Optional)
Inside an open ticket, you'll find the History section toward the middle of the ticket page. From here you can make updates without submitting a new request.
The most common action is adding a note or reply. The others are available if your situation has changed. Click the blue Add Action button to:
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Add a note or reply to the support team
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Change the status or urgency of the request — don't worry, you can update this at any time if your situation changes. Available statuses are: Pending, Completed, Under Consideration, and Under Development.
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Attach files or screenshots
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Assign the request to someone from Bonterra client support, if needed. Tickets submitted through the platform first go to your organization’s Account Admin, who can then involve the Bonterra support team directly from the ticket.
| Tip: If your situation has changed—for example, your issue is now blocking your work—use Add Action to update the urgency. This helps the support team prioritize your request. |
Step 4: Attach a File (Optional)
If you have screenshots or documents that help explain your issue:
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Open your ticket (see Step 2).
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Click Attach a file under the Subject line.
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Upload your file.
| Note: If your file is too large to upload, compress it into a .zip file first. If you're not sure how to do this, your administrator can help. |
Step 5: Mark Your Ticket as Complete
When your issue is resolved, you can close the ticket yourself.
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Open the ticket from Manage Support Requests.
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In the History section, click the blue Add Action button.
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Change the status to Complete.
Marking a ticket complete helps keep your request list organized and lets the support team know the issue is resolved.
What to Expect from the Support Team
After submitting, your request will join your support ticket list. You'll get an automatic reply when a support team member claims your ticket, and they will follow up within 3 business days.
Support hours:
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Monday–Friday, 8 am to 6 pm Eastern
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