A Better Way to Get Help: Lumina's New Support Centre, Ticket Tracking, and Notification Improvements
THE UPDATE
Support should feel like a conversation, not a black hole. Today's update brings traceable ticket references, a fully searchable admin dashboard, dissatisfied-rating follow-up workflows, and a smarter notification centre, all working together so nothing falls through the cracks.
Every product team eventually reaches the same inflection point: users start relying on the platform for real work, and when something goes wrong, the quality of the support experience defines whether they stay. We have been quietly rebuilding Lumina's support infrastructure over the past few weeks. Here is everything that changed.
Ticket Reference Numbers
Every ticket now gets a unique, human-readable reference in the format LUM-XXXXXX: six uppercase alphanumeric characters that are short enough to say out loud, paste into a Slack message, or quote in an email.
Shown Immediately
The reference appears on the submission confirmation screen the moment your ticket is created. No waiting for a confirmation email to find out your ticket number.
Visible Throughout
The ref appears on every ticket row in your My Tickets list, in the conversation header, and in the admin dashboard, so both you and support always know which ticket you are discussing.
Searchable by Ref
Admins can type a reference directly into the support dashboard search bar to jump straight to a specific ticket. No scrolling through a list, no guessing on subject lines.
Admin Search
The support dashboard previously had no search. If you were looking for a specific user's ticket, you scrolled. That is fixed. A search input in the left panel now filters across:
- Ticket reference (e.g. LUM-A3K7QR)
- Subject line
- Message body
- User email address
Search stacks on top of the status filter, so you can narrow to open tickets from this email address or resolved tickets mentioning "billing" with two inputs rather than a complex query builder.
Dissatisfied Rating Filter and Follow-Up Workflow
Users who rate a resolution as unsatisfied are now surfaced as a first-class category in the admin dashboard. A Dissatisfied filter button appears alongside the status tabs, showing a live count and turning red when active.
Rating Banner in Conversation
When a ticket has been rated, a coloured banner appears at the bottom of the message thread. For unsatisfied ratings it shows the user's comment in full, so the admin can read exactly what went wrong before replying.
Reopen and Follow Up
A single-click Reopen and Follow Up button reopens the ticket, sets it to In Progress, and pre-fills the reply box with a follow-up template, ready to edit and send. No copying, no status changes to remember.
Why this matters: A resolved ticket with an unsatisfied rating is not actually resolved. The new workflow makes it impossible to overlook that signal, and turns the one click it takes to act on it into muscle memory for the support team.
A Smarter Notification Centre
Three long-standing pain points in the notification centre are resolved in this update.
X Button Decrements Count
Clicking the X to dismiss a notification now immediately decrements the unread badge. Previously the badge waited for a Firestore snapshot to come back, making it appear stuck. The count now updates the moment you click.
Clear All
A Clear all button now appears in the notification panel header whenever there are notifications. It batch-deletes everything visible and resets the badge to zero in a single click.
Dataset-Scoped Radar Alerts
Radar insight notifications are now scoped to the active dataset. Switching from dataset A to dataset B clears the old radar alerts and shows only what is relevant to the new data. No leftover noise from a previous session.
How It All Fits Together
These features were designed as a system, not a list of unrelated fixes. The flow from user to resolution now looks like this:
User submits a ticket
Receives a LUM-XXXXXX reference immediately on the confirmation screen.
Admin finds it instantly
Types the ref or email into the admin search bar. No scrolling.
Admin replies with AI assistance
AI Suggest Reply generates a context-aware draft. Ctrl+Enter to send.
Ticket resolved
Send & Resolve closes the loop in one click.
User rates it unsatisfied
Dissatisfied filter highlights the ticket. Rating banner shows their comment.
Admin reopens and follows up
One click re-opens the ticket and pre-fills a follow-up message.
Issue fully resolved
Ticket closed with a satisfied rating.
Every step in that flow existed before, but several required workarounds, manual status changes, or a good memory for which ticket was which. The update eliminates those gaps.
Available Now
All of these features are live for every Lumina account today. Existing tickets without a reference number display a fallback derived from the ticket ID. No migration is needed, and no tickets are lost.
To submit a ticket or track an existing one, open the Help page and click Submit a Support Ticket. Admins can access the full dashboard under the Support tab in the admin panel.
Need Help Right Now?
Our team typically responds within 2–6 hours. Submit a ticket and get your own LUM reference number.
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