For the office team. Everything happens on this website — you never need wp-admin. Bookmark maratdaukayev.com/support-desk.
Signing in
Go to the support desk and press Sign in with Microsoft, using your school account (yourname@maratdaukayev.org). That’s it — no separate password. Once you’ve signed in, a small “Support desk” shortcut follows you in the corner of every page of the site.
Where requests come from
- The enquiry form on the website.
- Email to support@maratdaukayev.org.
- Email to ticket-support@maratdaukayev.org — these file themselves straight into the Nutcracker — tickets & box office queue.
When a new request arrives in one of your queues, you get an email with a link to it. During ticket season, our published promise is a reply within 2–12 hours.
Working a request
- Find it. The tabs are New · Assigned to me · Waiting for customer · Resolved · All, and you can narrow to one queue (for ticket season: The Nutcracker — tickets & box office).
- Take it. Set Assigned to to yourself so the rest of the team knows it’s being handled.
- Reply. Type in the reply box and Send — the customer gets your answer by email, from the school’s support address, and it also appears on their enquiries page. You write as the school, not from your own mailbox.
- Keep private thoughts private. Tick “Internal note — the customer will not see it” for anything meant only for the team.
- Set the status as you send: Waiting for customer when the ball is in their court, Resolved when it’s done. A customer reply reopens the request on its own.
- Files: attach photos or PDFs to a reply, and anything the customer emails in is already on the request.
- Watchers: add a teammate’s email on the request if they should follow along without owning it.
Ticket-season habits
- Check the Nutcracker — tickets & box office queue first thing and after any sale wave opens.
- Seat questions, receipts and refunds: the order details live on the theatre site’s box-office pages — reply from the desk, act on the theatre team page.
- Remember there are no returns or exchanges — the ticket guide & policy is the page to send people.
Questions about the desk itself: ask Jason.