Support Tickets

✅ Introduction

What it does: Comprehensive support ticket system for WhatsApp SaaS platform tenants to get assistance with technical issues, inquiries, and feature requests

Why it's useful: Direct line of communication with the support team, organized tracking of issues, and efficient problem resolution

Location: Tenant Dashboard → Support Tickets

✅ Accessing Support System

Navigation Path

• Login to Tenant Dashboard
• Navigate to Support → Tickets
• View existing tickets or create new ones

✅ Ticket Overview Dashboard

Ticket Status Summary:

• Total Tickets: Overall number of your support requests
• Open: Active tickets awaiting response or resolution
• Answered: Tickets with support team responses
• Closed: Resolved and completed tickets
• High Priority: Urgent tickets requiring immediate attention

✅ Managing Support Tickets

Viewing All Tickets

Location: Support → All Tickets

Available Information:

• SR.NO: Sequential reference number
• Ticket #: Unique ticket identifier (e.g., TKT-000001)
• Subject: Brief description of the issue
• Department: Assigned support department
• Status: Current ticket state
• Priority: Issue urgency level
• Last Reply: Most recent response time
• Created: Ticket creation timestamp
• Actions: View ticket details

Creating a New Support Ticket

Ticket Creation Process

Location: Support Tickets → Create Ticket

Required Fields:

1. Subject:

   • Clear, descriptive title of your issue
   • Be specific and concise
   • Example: "Technical Issue" or "SMTP Test Mail"

2. Department:

   • Select appropriate department for your issue
   • Options typically include:
     • Technical: Development, deployment, and technical support
     • Sales: Billing and account-related issues
     • General: Other inquiries

3. Priority Level:

   • Low: General inquiries or minor issues
   • Medium: Important issues needing prompt attention
   • High: Critical issues requiring immediate response

4. Message:

   • Detailed description of your issue
   • Include relevant error messages
   • Specify steps to reproduce the problem
   • Character limit: 1000 characters
   • Format: Plain text with basic formatting

5. Attachments (Optional):

   • Upload supporting files or screenshots
   • Maximum 5 files
   • Size limit: 10MB per file
   • Supported formats: Images, Documents, Archives

Support Guidelines

Before Creating a Ticket:

• Check FAQ section for common solutions
• Search existing tickets to avoid duplicates
• Try basic troubleshooting steps first

For Faster Resolution:

• Be specific and detailed in your description
• Include exact error messages if any
• Attach relevant screenshots or files
• Choose the most appropriate department

✅ Ticket Communication

Viewing Ticket Details

Access: Click on the view icon (👁️) in the ticket list

Available Information:

• Complete ticket history
• All communications with support team
• Attached files and documents
• Current ticket status and priority

Reply Management

Adding Responses:

• Type your reply in the message field
• Attach additional files if needed
• All communications are logged and timestamped

Viewing Status:

• Track if support team has viewed your replies
• See when support team last responded
• Monitor overall ticket resolution progress

✅ Status Tracking

Ticket Status

Open:

• Newly created ticket
• Awaiting initial response from support

Answered:

• Support team has responded
• Waiting for your feedback or confirmation

Closed:

• Issue has been resolved
• Ticket is complete and archived

Priority Levels

Low Priority:

• General inquiries
• Feature requests
• Documentation questions

Medium Priority:

• Non-critical technical issues
• Configuration problems
• General technical support

High Priority:

• System-critical issues
• Security concerns
• Service interruptions

How to create support ticket

✅ Best Practices

Creating Effective Tickets

1. Clear Subject Lines:

   • Use descriptive titles
   • Include key problem indicators
   • Be specific and concise

2. Detailed Descriptions:

   • Explain the issue thoroughly
   • Include step-by-step reproduction steps
   • Mention any troubleshooting already attempted

3. Proper Priority Selection:

   • Consider business impact
   • Use high priority sparingly
   • Match urgency to actual need

4. Helpful Attachments:

   • Include relevant screenshots
   • Provide error logs when available
   • Add any supporting documentation

Communication Tips

1. Response Times:

   • Monitor ticket for support responses
   • Reply promptly to support questions
   • Update ticket if issue status changes

2. Professional Communication:

   • Be clear and courteous
   • Provide requested information promptly
   • Confirm resolution when issue is fixed

✅ Need Immediate Help?

Emergency Contact Options:

• Email Support: [email protected]
• Phone Support: Available during business hours
• Priority Support: Available for critical issues

✅ Troubleshooting Common Issues

Ticket Submission Problems

• Verify all required fields are completed
• Check attachment sizes are within limits
• Ensure you have an active subscription

Communication Issues

• Check spam folder for responses
• Verify email address is correct
• Ensure attachments meet size/format requirements

✅ Email Notifications

Automatic email notifications keep you informed about your support tickets:

• Ticket Reply Notification: You will receive an email whenever the support/admin team replies to your ticket. The email includes the reply content and any attachments, so you can stay updated without logging in.
• Ticket Status Change Notification: Whenever the status of your ticket changes (for example, from Open to Answered or Closed), you will receive an email detailing the new status and any relevant updates.

Notification Triggers:

• New reply from the support/admin team
• Ticket assignment or reassignment
• Status changes (Open, Answered, On Hold, Closed)
• Priority changes (if applicable)

Recipients:

• The primary tenant contact (your registered email address)
• Any additional contacts configured for your account

These notifications ensure you never miss important updates and can respond promptly to support communications. For best results, check your email regularly and ensure messages from the support system are not marked as spam.

This support ticket system provides you with a structured way to communicate with our support team and get assistance with any issues you encounter while using the WhatsApp SaaS platform.