Creating a Support Ticket

This guide walks you through the process of creating a new support ticket to get help from our support team.

How to Create a Ticket

1. Click "Create Tickets": From the tickets list page, click the Create Tickets button at the bottom of the page. This will open the ticket creation modal.

The Create Ticket Form

The ticket creation modal contains all the fields you need to describe your issue or request.

Ticket Information

• Subject (Required): Enter a brief, descriptive title for your ticket. This should summarize the issue in a few words. Maximum 250 characters.

• Type : Select the type of ticket from the dropdown:

  • Question: For general inquiries or questions.
  • Incident: For technical issues or problems.
  • Problem: For recurring or systemic issues.
  • Task: For action items or work requests.

  The default selection is "Incident."

• Priority : Choose the urgency level:
  • Low: Non-urgent matters that can wait.
  • Normal: Standard priority (this is the default).
  • High: Urgent issues requiring quick attention.
  • Urgent: Critical problems needing immediate action.
• Description (Required): Use the rich text editor to provide a detailed explanation of your issue or request. You can format the text with bold, italic, bullet lists, links, and text alignment. Be as specific as possible to help the support team understand your situation.

Submitting the Ticket

Once you have filled in all the required fields:

1. Click the Create button to submit your ticket.
2. The system will validate your entries.
3. You will see a success message: "Ticket created successfully."
4. The modal will close, and your new ticket will appear at the top of the tickets list with a status of New.

Your ticket is now in the support queue, and an agent will be assigned to assist you shortly. You will receive email notifications as your ticket progresses.

Tips for Creating Effective Tickets

• Be Specific: Clearly describe what you were trying to do, what happened, and what you expected to happen.
• Include Details: Mention the page or feature you were using, any error messages you saw, and the steps to reproduce the issue.
• Choose the Right Priority: Set the priority based on the true urgency of your issue to help us respond appropriately.