Support
Use Support to get help from the 3 Clicks team. Standard support is free and handled within normal business hours. Premium support is prioritised and gives you immediate access to a dedicated support manager, 24 hours a day, 7 days a week.
Quick Check - Before You Start
- Have a clear description of the issue ready, along with any screenshots or files that help explain it
- Choose the correct Category — Support, Defect, or Feature Request — so your ticket is routed appropriately
Accessing Support
Click Support in the left navigation menu to open the support ticket list.
Support Ticket List
The main page displays all your support tickets in a table. Use the view filters at the top to narrow the list.
| Filter | Description |
|---|---|
| All | Shows every ticket, regardless of status. |
| Open | Shows only tickets that are still active. |
| Closed | Shows only tickets you or the support team have closed. |
List Columns
| Column | Description |
|---|---|
| Ticket Number | System-generated identifier for the ticket. |
| Summary | A short title taken from the Description you entered when creating the ticket. |
| Status | Whether the ticket is Open or Closed. |
| Priority | The support type selected when the ticket was created — Standard or Premium. |
| Updated | The date and time the ticket was last modified. |
Creating a New Ticket
Click New Ticket to open the ticket creation form.
Support Types
| Type | Description |
|---|---|
| Standard Support | Free. The support team responds within 1–3 business days. |
| Premium Support | 9.99 USD. Immediately actioned with a dedicated support manager available 24 hours / 7 days. |
Choosing a Support Type
Use Standard Support for general questions and non-urgent issues. Choose Premium Support when you need immediate, round-the-clock assistance from a dedicated support manager.
Ticket Fields
| Field | Description |
|---|---|
| Type | Select Standard Support or Premium Support. |
| Category | Classify your request as Support, Defect, or Feature Request. |
| Description | Describe the help you need. This field is mandatory — you cannot submit the ticket without it. |
| Attachments | Drag and drop files into the upload area, or click to browse and choose files. Attach screenshots, documents, or other files that provide context before you submit. |
Submit the Ticket
- Select a Type and Category.
- Enter a clear Description of the issue or request.
- Attach any relevant files (optional but recommended).
- Click Submit.
After submission, you are redirected to the newly created ticket detail page.
Ticket Detail View
The ticket detail page shows the full record for a single support request.
| Element | Description |
|---|---|
| Category | The category selected when the ticket was created — Support, Defect, or Feature Request. |
| Date opened | When the ticket was submitted. |
| Created by | The name of the staff member who raised the ticket. |
| Description | The full text you entered when creating the ticket. |
| Files | Any files attached at creation. You can add more files after the ticket has been submitted. |
| Conversation | A threaded discussion where the dedicated Support Team responds. You can also post messages here to continue the conversation. |
Closing a Ticket
When your issue is resolved or no longer relevant, click Close Ticket on the ticket detail page. This sets the ticket status to Closed. You can still view closed tickets by switching the list filter to Closed.
Common Pitfall
Closing a ticket signals that no further action is needed. If the issue returns or you need more help, reopen the conversation by replying in the Conversation section or contact the support team before closing.
Related Actions
Troubleshooting
Why can I not submit my ticket?
The Description field is mandatory. The submit action stays disabled until you enter text describing the help you need.
Steps to resolve:
- Open the New Ticket form.
- Enter a clear description in the Description field.
- Confirm a Type and Category are selected.
- Click Submit.
I submitted a ticket but have not received a response yet
Response times depend on the support type you selected.
Steps to resolve:
- Check the Priority column on your ticket — Standard tickets are answered within 1–3 business days.
- Open the ticket and review the Conversation section; the support team replies there.
- If you need immediate assistance, consider raising a new ticket with Premium Support.
How do I add more files after submitting a ticket?
You can attach additional files from the ticket detail page at any time while the ticket is open.
Steps to resolve:
- Open the ticket from the Support list.
- Scroll to the Files section on the ticket detail page.
- Drag and drop or browse to add the new file.
How do I view only my open tickets?
Use the view filter at the top of the support ticket list.
Steps to resolve:
- Open Support from the left navigation menu.
- Click the Open filter.
- Only tickets with status Open are shown.