Contact Support

Use this page to manage non-real-time user issues and internal follow-ups via the support ticket system.

Interface Reference #

Purpose #

• Track issues end-to-end with ownership.
• Ensure SLA compliance by status and priority.
• Maintain a documented audit trail of support actions.

Ticket Workflow #

1. Open: ticket received and unassigned.
2. In Progress: agent accepted and is working.
3. Waiting: waiting for user or other team response.
4. Resolved/Closed: issue completed with resolution note.

Steps #

1. Open Support > Contact Support.
2. Filter by status, priority, and queue.
3. Assign ticket owner.
4. Add resolution notes with references.
5. Update status after each meaningful action.

SLA Checks #

• First response within team SLA target.
• Resolution ETA updated for long-running cases.
• No stale tickets without owner.

Troubleshooting #

• Ticket duplication: merge and preserve source references.
• Unclear issue: request minimum reproducible details.
• Repeated reopen: validate root cause, not only symptom fix.

Best Practice #

Every closure note should include what was checked, what changed, and how it was validated.