Customer support

## Customer portal Customers manage orders, invoices, downloads, subscriptions, services and profile information from their dashboard. Keep public help copy concise and make the support email in **Admin → Settings** a mailbox your team actively monitors. ## Tickets Customers can open and reply to tickets from the dashboard. Staff manage ticket status and responses from **Admin → Tickets**. Use clear ownership and statuses so billing, delivery and technical conversations do not get lost between shifts. ## Sensitive requests For domain moves, licence problems, account recovery and billing changes, verify the account identity before making a change. Do not ask customers to share passwords, private API tokens or full payment information in tickets. ## Audit trail ONHOST records high-risk actions such as module changes, product release changes, licence administration and customer account actions. Review **Admin → Audit logs** when diagnosing an unexpected state or handing work between staff members. ## Service recovery If a provider module or external dependency is unavailable, give the customer the actual next step and expected scope. Do not claim that a service was provisioned, a download was delivered, or a payment succeeded until its provider-backed status has been confirmed.