# Customer Support User Experience

This page explains the user experience when handling Support tickets. On the app, a user can [Report a Problem ](https://documentation.movatic.co/feature-guide-2/apps/user-reports-issue)and submit a ticket to express their feedback or questions. 

Here is an example correspondence from a user reporting a problem through the station information.

{% hint style="info" %}
**Note:** A user can report a problem in different ways on the app. You can learn more about it [here](https://documentation.movatic.co/feature-guide-2/apps/user-reports-issue).
{% endhint %}

![Example of a user sending in a ticket](/files/-MdcM4SKWF2hWGnwb2ao)

Once the ticket is submitted, it will automatically be shown under the open tab of the [**Support Tickets**](https://documentation.movatic.co/admin-site/customer-support) section.

<figure><img src="/files/pCN7jwR50oYIGRao0ihL" alt=""><figcaption></figcaption></figure>

You are able to see the name of the user, when was it created, and a brief description of the ticket. When you open the ticket, you will be redirected to **Problem Details** for additional information. Below the problem details, you have the **Communication Log** wherein you can respond to the user or save an internal note.

Once you respond to the user, your response will be sent to their email on their account. They will receive an email from **<problem@email.movatic.co>** as shown below:&#x20;

![](/files/-MdcOoeRuJUfG7slNblE)

If the user decides to respond to your email, they will need to click **Reply** to continue the same correspondence.

![Example of User Response in Gmail](/files/-MdcQyZJ_Dpnq_0ZDp1E)

<figure><img src="/files/UXrnDVsOY6PKz3dAoIyr" alt=""><figcaption><p>Example of how the user response is shown on the communication log</p></figcaption></figure>

{% hint style="info" %}
**Note:** Even if you have clicked **Close Problem** for the ticket, the ticket will automatically be reopened if you get a response from the user.&#x20;
{% endhint %}


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