Creating and Managing Support Tickets

Support Ticket System

Our support ticket system allows you to get help quickly and track all your support requests in one place.

Creating a Support Ticket

To create a new support ticket:

1. Click "Tickets" in the navigation menu
2. Click "Create New Ticket" or "Open Ticket"
3. Fill in the ticket form:
   • Subject: Brief description of your issue
   • Priority: Low, Medium, High, or Urgent
   • Category: Select the most relevant category
   • Message: Detailed description of your issue
4. Click "Submit Ticket"
5. You'll receive a confirmation email with your ticket number

Ticket Priority Levels

Choose the appropriate priority:

• Low: General questions or non-urgent requests
• Medium: Standard support requests
• High: Issues affecting your service
• Urgent: Critical issues requiring immediate attention

Viewing Your Tickets

To view all your tickets:

1. Go to the Tickets page
2. You'll see a list of all your tickets
3. Each ticket shows:
   • Ticket number
   • Subject
   • Status
   • Priority
   • Last updated date

Ticket Statuses

Understanding ticket statuses:

• Open: Ticket is active and awaiting response
• In Progress: Support team is working on your ticket
• Waiting for Customer: We're waiting for your response
• Resolved: Issue has been resolved
• Closed: Ticket has been closed

Responding to Tickets

To respond to a ticket:

1. Click on the ticket you want to respond to
2. Scroll to see the conversation history
3. Type your response in the reply box
4. Click "Send Reply" or "Submit"
5. Your response will be added to the ticket

Viewing Ticket Details

When viewing a ticket, you can see:

• Complete conversation history
• All messages from you and support staff
• Ticket status and priority
• Creation and last update dates
• Attachments (if any)

Best Practices

For faster support:

• Provide clear, detailed descriptions of your issue
• Include relevant error messages or screenshots
• Specify what you've already tried
• Respond promptly to support questions
• Use appropriate priority levels
• Keep all communication in the ticket (don't email separately)

Ticket Response Times

Our support team aims to respond within:

• Urgent: Within 1 hour
• High: Within 4 hours
• Medium: Within 24 hours
• Low: Within 48 hours

Closing Tickets

Tickets are typically closed when:

• The issue has been resolved
• No response is needed from you
• You confirm the issue is resolved

You can reopen a closed ticket if the issue persists.