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Overview

This outlines how to use the support ticket system to report issues, request features, and track your inquiries efficiently.

Quick Check - Before You Start
  • Sign in to the profile area where Create New Ticket is available
  • Gather screenshots, files, and a clear category (e.g., Defect vs Feature Request) before you start the form

What You Can Do

Create New Ticket

You can easily create a new support ticket from your profile.

The creation form allows you to provide a detailed description, categorise your request (e.g., Defect, Feature Request), set a priority level (High, Medium, Low), and upload relevant files to provide context right from the start.

View and Manage Ticket Details

Once a ticket is created, you can view all its information in a structured layout.

This includes dedicated sections for core details, attached files, images, and a threaded comments section for clear communication with the support team. You can add more files, view images in different sizes, and manage your comments.

Track Ticket Progress

The side widgets provide a quick snapshot of your ticket's status.

You can see when the ticket was created and last updated, and you have the ability to change the status between "Open" and "Closed" to keep your support queue organised.

Helpful Features

Centralised Communication: The comments section keeps all conversations related to an issue in one place, with options to reply directly to specific comments.

Rich Context: The ability to upload various file types and images helps you provide clear, visual evidence of the issue, leading to faster resolutions.

Clear Status Tracking: Easily monitor the lifecycle of your ticket from creation to resolution using the status and date indicators in the sidebar.

Troubleshooting

I submitted a ticket but have not heard back—where is the conversation?

Threaded comments live on the ticket detail view; support replies there rather than only by email in every deployment.

Steps to resolve:

  1. Open the ticket from your profile list.
  2. Scroll to the Comments section and refresh; use Reply on the relevant thread if you need to add context.
Why can I not attach a file or image to my ticket?

The creation form supports uploads, but browser limits, file type rules, or size caps can block attachments.

Steps to resolve:

  1. Retry with a smaller file or a supported format (PDF, PNG, etc.).
  2. If it still fails, describe the asset in the description and offer to share via a follow-up comment once the ticket is open.
My ticket status keeps flipping between Open and Closed—what should I use?

Sidebar widgets expose Open and Closed so you can manage your own queue visibility.

Steps to resolve:

  1. Set Closed only when you consider the item resolved.
  2. Reopen to Open if new work is required, and note why in a comment so support sees the change.