Support & Feedback: Member Support Software for Australian Clubs

Every committee knows the pattern. A member emails the secretary about a renewal that did not go through. Someone rings the treasurer because they are not sure their subs cleared. A newer member corners the membership officer after training with a question that probably should have gone to someone else entirely. None of it gets written down anywhere except a personal inbox, a mobile phone contacts list, and whoever happened to pick up the phone that day.

It is not really a communication problem. It is a channel problem. Clubs are run by volunteers with day jobs, committee turnover every year or two, and a dozen other things competing for attention, and every question that arrives by phone call or personal email is a question with no record, no handover, and no way for next year's committee to know it ever happened. Multiply that across a club of a few hundred members and it becomes a genuine, quiet source of burnout for the people doing it for free.

We built Support and Feedback to close that gap, inside SquadSpot, not bolted onto the side of it.

One channel, built into where members already are

Support and Feedback shows up right where your members already are: when they are checking in attendance at a club or event, and inside their secure member portal. Rather than being a separate, bolted-on contact form somewhere else on the site, it is built into the flows members already use, one tap away whether they have got a question, have spotted an issue, want to leave feedback, or have an idea worth raising.

Tap it and a simple form opens: a subject line, a description of what is going on, and an optional attachment if a screenshot or a photo helps explain it. Because it is tied to the check-in flow or the member portal, the ticket already knows who raised it and which club it belongs to, so there is no working out who to email and no separate account to create. It goes in, and from that point it is tracked.

Every ticket, in one list

On the admin side, everything raised through that button lands in a proper Support Tickets list: ticket number, subject, who raised it, which club or entity it relates to, status, priority, and how many replies are on the thread. That is the difference between remembering that someone mentioned something once, and being able to search, filter, and see what is actually outstanding right now.

That matters more than it sounds like at first. Committee memory is fragile: people rotate off, volunteers change every year or two, and a fair amount of institutional knowledge about who asked what, and whether it ever got sorted, currently lives in nobody's head at all. A ticket list turns that fragile knowledge into something a club can actually hand over to the next committee.

Secure, logged, and accountable

Because every ticket is tied to an identified member from the start, rather than an anonymous submission you have to match up after the fact, it becomes a proper two-way conversation. Members can raise something and keep talking it through with your committee, and every message sits in a secure, logged thread, not a text message that gets deleted, not an email that only ever existed in one inbox. If a member ever asks whether they mentioned something months ago, the answer is in the ticket, not in someone's memory.

We have also built in a sensible default on data hygiene: if a member attaches an image to a ticket, a photo of damage, a screenshot of an error, it is automatically deleted after 14 days. That is not a limitation so much as good practice. Support attachments do not need to live forever, and we would rather build that in from the start than leave it as one more thing a club has to think about.

It runs both ways

Support and Feedback is not only a tool for your members to reach your committee, it is also your club's direct line to us. The same button, the same simple form, gives your club a genuine channel straight through to SquadSpot whenever something is not working, something is confusing, or you have got an idea for what we should build next.

That is deliberate. SquadSpot is founder-led, and when a ticket comes in from a club, a real person reads it, not a queue, not a support tier, not a chatbot standing between you and an answer. It is a fair chunk of why the product moves as fast as it does: the clubs actually using it are the ones telling us what to build next.

Part of a bigger communication picture

Support and Feedback is not a standalone add-on, it sits alongside the member communication tools already built into SquadSpot. Where Support and Feedback handles the one-to-one, something has come up conversation, SquadSpot's email and SMS tools handle the other half: broadcast announcements, event reminders, and personalised messages built from templates with your members' actual data, sent to your whole membership, a tag group, or a single member, no mail merge spreadsheet in sight.

Put together, that is the actual shape of club communication: broadcast the things everyone needs to know, and give members one honest, tracked channel back to you for everything else. Generic club software tends to cover one half of that, if either: a contact form bolted onto a website, or a mail merge tool with no way for a member to reply and be heard. We built both halves into the one platform because that is how the work actually happens.

We are also looking at extending Support and Feedback beyond the check-in flow and member portal to your public-facing SquadSpot website and materials, so every way a member can reach you feeds the same source of truth rather than yet another disconnected inbox.

Frequently asked questions

Do members need an account to raise something?
Support and Feedback currently sits inside the member check-in flow and the secure member portal, so every ticket is tied to an identified member rather than submitted anonymously. We are exploring extending it to public-facing SquadSpot websites and materials too, so there is one source of truth for member communications.

Can our committee see the history of what has been raised?
Yes. Every ticket sits in a searchable Support Tickets list with status, priority and reply count, so nothing depends on one person's memory or inbox.

What happens to photos members attach to a ticket?
They are automatically deleted after 14 days, in line with good data security practice. The ticket and its text history remain.

Is this connected to SquadSpot's email and SMS tools?
They are separate tools solving different problems: Support and Feedback is for one-to-one questions and issues, while email and SMS are for broadcast and reminder communication. Both live in the same platform, so there is no separate system to manage.

See it in your club

If your committee is currently running support out of a shared inbox, a mobile number written on a whiteboard, and whatever group chat happens to exist this year, Support and Feedback replaces all of it with one channel, one list, and one place any volunteer can go to see what is still open.

Book a demo and we will show you Support and Feedback alongside SquadSpot's email and SMS tools, or if you are already running on SquadSpot, look for the teal Support button next time you are logged in.