---
url: >-
  https://docs.corbitaltech.dev/products/whatsmark-saas/tenant/support-tickets.md
---
# Support Tickets

## Introduction

* Establishes a direct line of communication with the support team
* Enables organized tracking of all tenant-reported issues
* Improves efficiency in handling and resolving problems

**Location:**
Tenant Dashboard → **Support Tickets**

## Accessing Support System

### Navigation Path

1. Login to the **Tenant Dashboard**
2. Go to **Support** → **Tickets**
3. View all your existing tickets or click on **Create Ticket** to open a new one

## Ticket Overview Dashboard

The dashboard provides a quick overview of your ticket statuses:

* **Total Tickets:**
  Total number of support tickets created (All time)

* **Open:**
  Tickets currently active and awaiting response or resolution

* **Answered:**
  Tickets that have received a reply from the support team

* **Closed:**
  Tickets that have been resolved and marked as completed

* **High Priority:**
  Tickets flagged as urgent that require immediate attention

***

> **Tip:** Use the "Create Ticket" button on the top right to raise a new request anytime!

***

## Managing Support Tickets

### Viewing All Tickets

**Location:**
Support → **All Tickets**

This section displays a comprehensive table of all support tickets submitted by the tenant. It provides detailed tracking and filtering to help users easily manage and follow up on open or past support cases.

***

### **Available Information in the Ticket Table:**

| Column         | Description                                                                 |
| -------------- | --------------------------------------------------------------------------- |
| **SR.NO**      | Sequential number of the ticket entry                                       |
| **Ticket #**   | Unique ticket identifier (e.g., `TKT-000001`) — clickable for detailed view |
| **Subject**    | Short description of the issue or request                                   |
| **Department** | The support team category handling the issue (e.g., Technical)              |
| **Status**     | Current state of the ticket (e.g., Open, Answered, Closed)                  |
| **Priority**   | Urgency level (e.g., Low, Medium, High)                                     |
| **Last Reply** | Timestamp of the most recent support team reply                             |
| **Created**    | Date and time when the ticket was originally submitted                      |
| **Actions**    | Quick access to view full ticket details                                    |

***

> **Tip:** Use the search bar to quickly find tickets by subject, ID, or keywords.
>
> **Filters:** Use icons above the table to filter or manage the ticket list more effectively.

***

### Creating a New Support Ticket

#### Ticket Creation Process

**Location:**
Support Tickets → **Create Ticket**

Fill out the form to submit a new support request. Providing detailed and accurate information helps the support team resolve your issue more efficiently.

***

### Required Fields

1. **Subject:**

   * A clear, descriptive title for your issue
   * Be specific and concise
   * Example: `"Technical Issue"` or `"SMTP Test Mail"`

2. **Department:**

   * Select the department most relevant to your issue
   * Common options include:
     * **Technical** – For development, deployment, and system-related issues
     * **Sales** – For billing, subscription, and account matters
     * **General** – For general inquiries or uncategorized topics

3. **Priority Level:**
   Choose the urgency of your issue:

   * **Low** – Non-urgent, general queries
   * **Medium** – Important, but not time-sensitive
   * **High** – Critical problems needing immediate attention

4. **Message:**

   * Provide a full description of the issue
   * Mention relevant error messages or logs
   * Explain steps to reproduce the problem, if applicable
   * Character Limit: `1000`
   * Tip: Use clear, concise language

5. **Attachments (Optional):**
   * Upload relevant files or screenshots
   * Maximum: `5 files`
   * Size limit: `10MB` per file
   * Supported formats: `.png`, `.jpg`, `.pdf`, `.zip`, etc.

***

### Support Guidelines

#### Before Creating a Ticket

* Check the **FAQ section** for common issues and solutions
* Search for **existing tickets** to avoid duplicates
* Try **basic troubleshooting** steps when possible

#### For Faster Resolution

* Be **clear and detailed** in your description
* Include **error messages**, logs, or screen captures
* Choose the **correct department** to avoid delays
* Attach **supporting files** if needed

***

## Ticket Communication

Effective communication is key to resolving your support requests quickly. Each ticket maintains a full history of all interactions between you and the support team.

### Viewing Ticket Details

**Access Path:**
Support → All Tickets → Click the **View** icon () next to the relevant ticket in the **Actions** column.

**What You Can See:**

* **Complete Ticket History:** A chronological log of all messages exchanged
* **All Communications:** Both your messages and support responses
* **Attached Files:** View or download any documents, screenshots, or logs
* **Ticket Details:** Includes subject, department, current status, and assigned priority

***

### Reply Management

When the support team responds or requests more information, you can add your reply directly in the ticket thread.

**How to Reply:**

1. Scroll to the bottom of the ticket thread
2. Type your response in the **Message** field
3. (Optional) Click **Upload Files** to attach relevant images or logs
4. Click **Send Reply**

**Reply Notes:**

* All messages are **timestamped** for easy tracking
* You can **edit or delete** attachments before sending
* Your replies are immediately visible to the support team

***

### Viewing Status Updates

You can monitor your ticket’s progress at a glance:

* See if the support team has **viewed** your reply
* Check the **last response time**
* Track the **overall resolution progress**

## Status Tracking

Understanding your ticket’s current status helps manage expectations and plan follow-up actions accordingly.

### Ticket Status Types

| Status       | Description                                                                |
| ------------ | -------------------------------------------------------------------------- |
| **Open**     | The ticket has been created and is awaiting an initial support response    |
| **Answered** | The support team has replied and is waiting for your input or confirmation |
| **Closed**   | The issue has been resolved, and the ticket is archived                    |

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### Priority Levels

Each ticket is assigned a priority to help the support team address the most urgent matters first.

| Priority   | Use Case Examples                                                     |
| ---------- | --------------------------------------------------------------------- |
| **Low**    | Feature requests, documentation questions, minor feedback             |
| **Medium** | General technical support, non-critical bugs, configuration questions |
| **High**   | Service outages, security concerns, system-critical issues            |

> **Tip:** Be honest and accurate when selecting a priority level to ensure fairness in response times.

***

## How to Create Support Ticket

## Best Practices

### Creating Effective Tickets

1. **Clear Subject Lines**

   * Use descriptive and specific titles
   * Highlight key problem indicators
   * Example: *"Webhook Failure on Deployment"* instead of *"Help!"*

2. **Detailed Descriptions**

   * Explain the issue step by step
   * Mention any troubleshooting you’ve already done
   * Include exact error messages if possible

3. **Proper Priority Selection**

   * Choose based on urgency and business impact
   * Use **High** only for critical issues (e.g., downtime, data loss)
   * For general questions, use **Low** or **Medium**

4. **Helpful Attachments**
   * Attach screenshots, logs, or documents to clarify the issue
   * File limits: 5 files, 10MB each
   * Accepted formats: .jpg, .png, .pdf, .txt, .zip

***

### Communication Tips

1. **Response Times**

   * Check for support replies regularly
   * Respond promptly when follow-up is requested
   * Update the ticket if the situation changes

2. **Professional Communication**
   * Be clear, respectful, and concise
   * Provide only the relevant details
   * Confirm resolution when the issue is fixed

## Need Immediate Help?

If your issue is urgent or time-sensitive, use these options:

* **Email Support**
* **Phone Support:** Available during business hours
* **Priority Support:** For outages or security-related issues only

## Troubleshooting Common Issues

### Ticket Submission Problems

* Make sure all required fields are filled (subject, message, department, priority)
* Check that file sizes and types are within the allowed limits
* Ensure your tenant account is active and not expired

### Communication Issues

* Look in your **spam/junk** folder if you're not seeing responses
* Double-check your registered email for typos
* Attachments must be compatible formats and under 10MB

## Email Notifications

Stay updated via automatic email alerts:

* **Ticket Reply Notification:**
  Sent when a support/admin member responds, includes message content and any attachments.

* **Ticket Status Change Notification:**
  Alerts you when the ticket moves between statuses (e.g., Open → Answered → Closed).

### Notification Triggers

* New reply from support
* Ticket reassignment
* Status update (Open, Answered, Closed, etc.)
* Priority level changes

> **Tip:** To avoid missing updates, add support emails to your contacts and whitelist them.

This support ticket system ensures a reliable, traceable way to get help with any issue you encounter on the WhatsMark SaaS platform. For the best experience, follow the practices outlined above.