Support & Messages

SeqDesk includes a built-in messaging system that lets researchers communicate with facility administrators. Messages are organized as support tickets with status tracking and priority levels.

Creating a Ticket

Navigate to Messages (/messages) and click the button to create a new ticket. Fill in:

• Subject — a short summary of your request
• Priority — Low, Normal, High, or Urgent
• Message — describe your question or issue

The ticket is created with OPEN status and is visible to all facility admins.

Ticket Statuses

Automatic Status Updates

• When an admin replies to an OPEN ticket, it moves to IN_PROGRESS automatically
• When a researcher replies to a RESOLVED ticket, it reopens to OPEN

Replying

Open a ticket to view the conversation thread. Messages appear as chat bubbles — your messages on the right, facility staff on the left. Admin messages are labeled with a staff badge.

Type your reply at the bottom and send. The other party will see an unread indicator on their messages list.

Priority Levels

Facility admins can adjust the priority of any ticket.

For Facility Admins

As a facility admin, you see all tickets from all researchers. The messages list shows:

• Unread indicators — blue dot for tickets with new messages since your last read
• Search — filter by subject, user name, or email
• Sort — by last updated, subject, status, message count, or priority
• Status filter — view tickets by status

You can change a ticket’s status and priority from the ticket detail page. Only admins can set tickets to IN_PROGRESS, RESOLVED, or CLOSED.

User Settings

You can manage your profile information at Settings (/settings):

• First name and last name
• Phone number
• Institution / organization

Your email and department are read-only. Contact support if you need to change your email address.