Sections
This document provides a comprehensive guide to the support ticket system, designed to help you report issues and track their resolution efficiently. It details the key components of a support ticket, including the Details Section for core information, the Files and Images Sections for attaching relevant documents and visuals, and the Comments Section for communicating with the support team. By understanding these features, you can ensure your support requests are clear, well-documented, and resolved as quickly as possible.
Details Section
The Details Section of a support ticket captures the core information necessary to identify, understand, and prioritise a user's ticket. It serves as the foundation for ticket tracking, assignment, and resolution workflows.
| Field | Description |
|---|---|
| Ticket No. | Unique identifier for the support request, used for tracking and reference. |
| Description | Provide a clear and concise explanation of the issue or request being submitted through the support ticket. |
| Priority | To indicate the urgency and impact level of the issue reported in the support ticket, helping the support team prioritise responses and resolutions. |
| Created By | The account who submitted the ticket: a user or team member affected by the issue. |
| How Can We Help | To categorise the nature of the support request, guiding the support team in routing and prioritising the ticket appropriately. |
Files Section
The Files section in the support ticket allows users to upload, view, and manage documents related to a specific ticket. This section supports collaboration and traceability by organising file metadata in a structured format.
| Feature | Description |
|---|---|
| Name | Identifies the file attached to the ticket. This helps users quickly recognise the file's purpose or content. |
| Size | Indicates the file's storage size. |
| Modified By | Indicates the user who last modified or uploaded the file. |
| Date | Records the date of the last modification or upload. |
| Save Link As | Right-click on any file and use Save Link As to save it directly to your preferred location on your computer without having to download it first. |
File Size Limit
The maximum file upload size is 500 MB for files uploaded in the Support Ticket Files section.
File Upload Size
The maximum file upload size is 500 MB.
Images Section
The Images Section allows users to upload, view, and manage visual content related to a support ticket. This feature is essential for providing visual evidence, clarifying issues, and enhancing communication between users and support teams.
| Feature | Description |
|---|---|
| Upload Image | Enables users to attach image files to the ticket. Common formats include .jpg, .jpeg, and .png. |
| Large/Small View | Allows users to toggle between thumbnail and expanded views of the uploaded image. Useful for quick previews or detailed inspection. Your preferred display setting is remembered across all applications. |
| Text Description | A text input field where users can describe the image content or its relevance to the ticket. This adds context and improves clarity for support agents. |
| Delete | Appears when the user hovers over an image. Clicking this button removes the image from the ticket. |
Comments Section
The Comments Section facilitates communication between users and support staff within a ticket. It serves as a collaborative space for updates, clarifications, and feedback throughout the lifecycle of the support ticket.
| Feature | Description |
|---|---|
| Comment Box | The main body of the comment where users can share updates, ask questions, or provide feedback related to the ticket. |
| Posted By | Displays the name of the user who submitted the comment. |
| Timestamp | Shows the date and time the comment was posted (e.g., 31 Jul 2025 at 14:28). Useful for tracking the sequence of communication. |
| Reply Option | Allows users to respond directly to a specific comment, maintaining a threaded conversation. |
| Edit Option | Enables the original commenter to modify their comment. |
| Delete Option | Lets users remove their own comments. |
| React Button | Users can express their responses by utilising the available reactions. |
Tips for Faster Resolutions
- Be Specific in Your Description: A clear and detailed description is the fastest way to a solution. Instead of saying "it's not working," describe the exact steps you took, what you expected to happen, and what actually occurred. Include any error messages you saw.
- Use Visuals to Tell the Story: Use the Files and Images sections to upload screenshots or even a short screen recording of the issue. This helps our support team see the problem through your perspective.
- Keep Communication Centralised: Use the Reply option within the Comments Section to respond to specific points. This keeps the conversation organised and easy to follow, ensuring all communication about your issue is documented in one place.