What is this?
Support lets you raise and track issues through tickets, so problems are reported clearly and resolved efficiently. Tickets you create go to your support team, and their replies appear in the ticket’s conversation.
Support is opened from the profile menu (Tickets Support). Ticket access is controlled by the ticket permissions on your account.
What can I do here?
- Create a new ticket with Create Ticket
- See summary tiles: Total Tickets, Open Tickets, In Progress, and Resolved
- Search your tickets and filter by priority (Low, Medium, High, Urgent)
- Open a ticket on its own page to read the conversation, see its progress, and reply
- Use Optimize to improve the wording of a description or reply
- Attach files or paste screenshots
- See at a glance whether a ticket is Waiting on support or Waiting on customer
How to use it
Create a ticket
- Click Create Ticket.
- Enter a short, specific Title.
- Write a detailed Description. You can paste screenshots directly into the box. Optionally use Optimize to refine it.
- Choose a Priority based on urgency, not importance.
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Add an attachment if required, then submit the ticket.
Depending on your platform’s settings, an attachment may be required on new tickets. You’ll see an “Attachment required” message if so.
Follow and reply to a ticket
- Click a ticket in the list. It opens on its own page rather than in a pop-up.
- Read the conversation. The first entry is your original request, followed by every reply, grouped by day (Today, Yesterday, or the date). At the end, a status line tells you where the ticket stands: Waiting on support, Waiting on customer, Marked as resolved, or This ticket is closed.
- Type your reply and press Enter to send (Shift + Enter adds a new line). Replies must be at least 15 characters — the box shows how many more characters are needed. Use Attach file to add a file and Optimize to improve your wording. [SCREENSHOT: support-ticket-detail-page — the ticket page with the Customer’s tickets list on the left, the conversation and reply box in the middle, and the Details, Customer detail, and Progress panel on the right]
- Use the Details panel to check the ticket’s Date, Updated, Status, Priority, and Assigned To. Under Progress, a timeline shows when the ticket was created, who sent the first reply, who it’s assigned to, and when it was resolved or closed. The Customer’s tickets list on the left lets you jump between your other tickets.
Changing a ticket’s status, priority, or assignment, and the Resolve Ticket button, are available to the support team (accounts with reply access to platform tickets). Your support team usually moves a ticket to In Progress and assigns it to themselves when they send their first reply to you.
What happens next
- The ticket is submitted to the support team and starts as Open.
- It is reviewed and prioritized. When a support team member sends the first public reply, the ticket automatically changes to In Progress and is assigned to that person.
- Updates are shared in the conversation, and you’re notified by email when there’s a reply.
- The issue is resolved and the ticket is closed.
Troubleshooting / Technical Notes
- “Please fill in all required fields.” Add a title and description.
- “Reply too short.” Replies need at least 15 characters.
- “Closed tickets cannot receive new replies.” Create a new ticket.
- I can’t change the status or resolve the ticket. Status, priority, assignment, and Resolve Ticket are for the support team. Reply in the ticket if the issue is solved so they can resolve it.
- “File size too large.” Use a smaller attachment.