Working with Tickets

Tickets are the primary way to communicate with your support team. You can create tickets to report issues, request features, ask questions, or get help with anything related to your service.

Creating a ticket

Click New Ticket in the header, or navigate to My Tickets and click the create button.
Fill in the ticket form:

Field	Required	Description
Category	Yes	Select a request type -- for example, Development request, Support, or Access request. The available categories depend on your portal's configuration.
Summary	Yes	A short title for your request (5--255 characters). Be specific so your team can understand the issue at a glance.
Description	Yes	A detailed explanation of your request (minimum 10 characters). Include what you were trying to do, what happened, and any error messages you saw.
Priority	No	How urgent the request is: Highest, High, Medium, Low, or Lowest. If you are unsure, leave this unset and your team will triage it.
Attachments	No	Drag and drop files onto the form, or click to browse. Use this for screenshots, logs, or any supporting documents.

Click Submit.

Your ticket is created and your support team is notified. If your portal has Jira integration enabled, the ticket is also synced to your team's Jira project.

:::tip Write a clear, specific summary. Good: "Unable to access billing dashboard after password reset". Vague: "Something is broken". :::

Tracking ticket status

After submitting a ticket, you can follow its progress from the My Tickets page. Each ticket displays its current status, which changes as your team works on it.

Common statuses include:

Status	What it means
Open / To Do	Your ticket has been submitted and is waiting to be picked up
In Progress	Someone is actively working on your ticket
Waiting for Customer	Your team needs more information from you -- check the comments for their question
Resolved / Done	The issue has been addressed
Closed	The ticket is complete and no further action is needed

The exact statuses available depend on your portal's workflow configuration.

Adding comments

Comments keep all communication about a ticket in one place.

Open the ticket from the My Tickets page.
Scroll to the comments section at the bottom.
Type your message in the comment box.
Click Add Comment.

If your portal syncs with Jira, comments are shared between both systems automatically.

@mentions

You can mention other users in your comments by typing @ followed by their name. The mentioned user receives a notification, which is useful when you need to bring someone specific into the conversation.

Watching and unwatching tickets

Watching a ticket means you will receive notifications whenever it is updated -- including status changes, new comments, and other activity.

You automatically watch tickets you create. You do not need to do anything extra to get updates on your own tickets.
You can watch other tickets that you have access to, so you receive updates on issues that are relevant to you.

How to watch a ticket

Open the ticket and click the Watch button. You will start receiving notifications for all activity on that ticket.

How to unwatch a ticket

Open the ticket and click the Unwatch button. You will stop receiving notifications for that ticket, unless you are mentioned in a comment.

Checking your watch status

The watch button on a ticket shows whether you are currently watching it. If the button reads Unwatch, you are subscribed. If it reads Watch, you are not.

Uploading and downloading attachments

Adding attachments to a new ticket

When creating a ticket, you can attach files by dragging and dropping them onto the attachment area, or by clicking to browse your files.

Adding attachments to an existing ticket

You can also include attachments when adding a comment to an existing ticket.

Downloading attachments

Click on any attachment in a ticket or comment to download it.

Tips for effective tickets

Be specific -- "The export button on the reports page returns a blank file" is more helpful than "Export is broken"
One issue per ticket -- If you have multiple problems, create separate tickets so each can be tracked independently
Include context -- Mention the browser, device, or account you were using if it might be relevant
Respond promptly -- If your team asks for more information, a quick reply helps resolve your ticket faster