thank you. I check the link you sent. but there is no way to create new request or chat online with support. that is the first question how I can do that?
the second question is why my agency member **Edited for Community Guidelines** has 78% bad JSS
he has only excellent marks and rising talent badge
You need to click the round 'Upwork Help' ballon at the right bottom of this page. This will initiate a chat window to talk to a bot for quick assistance on general queries. You can type or select your queries from the menu to get quick information on general queries. You will have an option to 'Talk to customer services' if you need further assistance on your query.
I see that your agency member has already initiated a chat with our support team. One of our team members will reach out to him via ticket as soon as possible and assist further.