Support
Create and manage support tickets for your organization.
Viewing support tickets and status
How to get there: In the Owner portal, click Support in the sidebar (or go to /Owner/Support). The Support page lists your tickets.
What you see: Each ticket shows a title, status (e.g. Open, In progress, Resolved), and often date and category. Use filters or sort by status/date to find the one you need. Click a row to open the full thread.
Tip: Resolved tickets may be hidden by a filter; switch to “All” or “Resolved” if you need to reference an old ticket.
Creating a new support ticket (title, category, priority, content)
Steps: (1) On the Support page, click Create ticket (or New ticket). (2) Enter a short title that describes the issue. (3) Choose a category (e.g. Billing, Technical, Account) and priority (e.g. Low, Medium, High) if offered. (4) In the description box, explain the issue clearly—what you did, what happened, what you expect. (5) Click Submit. Support will receive the ticket and respond via the thread.
Tip: One issue per ticket and a clear description speed up resolution. Attach screenshots if the form allows.
Viewing ticket details and thread
Steps: (1) From the Support ticket list, click the ticket title or row. (2) The detail view opens with the full thread: your initial message and all replies in chronological order. (3) You’ll see who wrote each message (you vs. support) and when. Scroll to read the full conversation.
What you see: Status and category at the top; the thread below. Use this to catch up before adding a reply or to confirm what support asked you to do.
Replying or adding updates to a ticket
Steps: (1) Open the ticket so the thread is visible. (2) Find the reply box (usually at the bottom). (3) Type your message—e.g. answer a question from support, add new information, or say the issue is still happening. (4) Click Send or Reply. Support is notified and will respond in the same thread.
Tip: Keep the conversation in one ticket instead of opening a new one for the same issue so support has full context.
Closing or resolving tickets
Steps: (1) When the issue is fixed or your question is answered, open the ticket. (2) Click Close ticket or Mark as resolved (or confirm when support asks if it’s resolved). (3) The ticket status changes to Resolved/Closed and drops out of the “Open” list. (4) If the problem comes back, look for Reopen on the ticket so the same thread continues.
Why it matters: Closing resolved tickets keeps your list manageable and helps support prioritize open work.