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• Historical reference for future needs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.