Getting started with support tickets

Getting started with support tickets

Tickets are how work gets tracked. Master one and you master the whole relationship.

Your first ticket

1. New ticket in the portal (or just email — it becomes one).
2. One-line summary, then expected vs. actual.
3. Attach a screenshot — it genuinely halves resolution time.
4. Pick a priority honestly: Choosing the right ticket priority.

What you get back

• A ticket number — quote it anywhere, it links everything.
• Updates in the thread as work happens.
• A response within the published target for its priority.

The one habit that matters

When a ticket is waiting on you, reply — even "still checking". Ownership flips back to us and nothing stalls. See Product guide: support tickets for the full feature tour.