What this screen is for
Raising a tracked support request. You give a subject, a category, a priority and a description, and can attach files — a screenshot of an error, a spreadsheet that would not import — which are virus-scanned as they upload.
When to use it
Use a ticket, rather than a general message, when you need the matter followed through and want a record of it afterwards. Attach evidence wherever you have it: a screenshot of what you actually saw usually saves a full round of questions. The ticket then appears under My Tickets with its status.
What you see on this screen
The form, with required fields marked:
- Subject — a brief description of the issue; this is the line the support team sees first.
- Category — Technical Support, Billing & Subscription, Feature Request, Bug Report or Other. It decides who picks the ticket up.
- Priority — chosen from four options rather than a dropdown, so the choice is deliberate: Low, Medium, High or Urgent.
- Description — the detail of the problem. A note beneath asks you to be as detailed as possible, since it is what determines whether the first reply is an answer or a question.
- Attachments (optional) — drag files in or click to upload. PNG, JPG, PDF and DOC are accepted, up to five files, 2MB each and 10MB in total. Files are virus-scanned as they arrive, and the form says so.
Down the side, Tips for better support says what makes a ticket answerable, and Response times sets out what to expect at each priority.
Filters and actions
There is nothing to filter. Submitting creates the ticket and it appears under My Tickets with a reference and a status.
Status values
The priority you choose here is what the response time is measured against:
- Low — a general question; nothing is blocked.
- Medium — you need help but can work around it for now.
- High — real work is held up.
- Urgent — the business cannot operate.
Marking everything urgent does not make anything faster; it only makes the genuinely urgent harder to find.
Related
- My Tickets
- Contact Support
- FAQs