Understanding Support Tickets

A ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team.

Ticket vs Request

Yes, a ticket and a request are essentially the same thing. We use these terms interchangeably for:

• Support Questions - How-to questions, best practices, technical queries • Technical Issues - Bug reports, performance problems, integration issues • Feature Requests - New functionality suggestions, improvement ideas

How Tickets Work

• Create via web portal, email, or API • Track progress with real-time status updates • Communicate through the ticket system • Resolve with thorough investigation and follow-up

Benefits

• Complete visibility into request status • Organized communication history • Priority handling for urgent issues • Historical reference for future needs

Best Practices

• Provide clear, detailed problem descriptions • Include error messages and system information • Attach screenshots or relevant files • Respond promptly to requests for additional information

The ticket system ensures organized, efficient, and transparent support for all your needs.