Support Tickets
-
Navigation Path
: Steps to access and manage support tickets.
- • Step 1 : Log in to the Tenant Dashboard
- • Step 2 : Go to Support → Tickets
- • Step 3 : View existing tickets or click Create Ticket to open a new one
Ticket Overview Dashboard
-
Dashboard Overview
: Quick insights into your ticket statuses.
- • Total Tickets : Shows total number of support tickets created (all time)
- • Open : Tickets currently active and awaiting response or resolution
- • Answered : Tickets that have received a reply from the support team
- • Closed : Tickets that have been resolved and marked as completed
- • High Priority : Tickets flagged as urgent requiring immediate attention
💡 Tip: Use the "Create Ticket" button on the top right to raise a new request anytime!
Managing Support Tickets
This section displays a comprehensive table of all support tickets submitted by the tenant. It provides detailed tracking and filtering to help users easily manage and follow up on open or past support cases.
Available Information in the Ticket Table:
-
Ticket Table Columns
: Detailed breakdown of each column in the ticket list.
- • SR.NO : Sequential number of the ticket entry
- • Ticket # : Unique ticket identifier (e.g., TKT-000001) — clickable for detailed view
- • Subject : Short description of the issue or request
- • Department : Support team category handling the issue (e.g., Technical)
- • Status : Current state of the ticket (e.g., Open, Answered, Closed)
- • Priority : Urgency level (e.g., Low, Medium, High)
- • Last Reply : Timestamp of the most recent support team reply
- • Created : Date and time when the ticket was originally submitted
- • Actions : Quick access to view full ticket details
🔍 Tip: Use the search bar to quickly find tickets by subject, ID, or keywords. Filters: Use icons above the table to filter or manage the ticket list more effectively.
Creating a New Support Ticket
Fill out the form to submit a new support request. Providing detailed and accurate information helps the support team resolve your issue more efficiently.
Required Fields
-
Required Fields
: Details for creating a new support ticket.
- • Subject : A clear, descriptive title for your issue (e.g., "Technical Issue", "SMTP Test Mail")
- • Department : Select the most relevant department: Technical (system issues), Sales (billing/account), General (other inquiries)
- • Priority Level : Choose urgency: Low (general), Medium (important), High (critical)
- • Message : Describe the issue, include error messages, steps to reproduce; Max 1000 characters
- • Attachments (Optional) : Upload up to 5 files (10MB each, .png, .jpg, .pdf, .zip, etc.)
Support Guidelines
-
Before Creating a Ticket
: Preparation and tips for efficient support requests.
- • Check FAQ : Review common issues and solutions before submitting a ticket
- • Search Existing Tickets : Avoid duplicate submissions by checking open and closed tickets
- • Try Basic Troubleshooting : Perform initial diagnostic steps if applicable
-
For Faster Resolution
: How to ensure your issue is resolved quickly.
- • Be Clear and Detailed : Provide a thorough description of the issue
- • Include Technical Evidence : Attach error messages, logs, or screenshots
- • Select Correct Department : Route your ticket properly to prevent handling delays
- • Attach Supporting Files : Provide relevant documents or media if available
Ticket Communication
Effective communication is key to resolving your support requests quickly. Each ticket maintains a full history of all interactions between you and the support team.
Access Path: Support → All Tickets → Click the View icon (👁️) next to the relevant ticket in the Actions column.
-
What You Can See
: Information available in the ticket detail view.
- • Complete Ticket History : Chronological log of all exchanged messages
- • All Communications : Displays both your messages and support team replies
- • Attached Files : Access and download uploaded documents or screenshots
- • Ticket Details : Includes subject, department, status, and priority level
Viewing Status Updates
-
Monitor Ticket Progress
: Track your ticket’s current status and interactions.
- • View status updates : See if the support team has reviewed your reply
- • Check last response time : Monitor when the last update occurred
- • Track resolution progress : Follow the ticket’s journey from open to closed
Status Tracking
Each ticket is assigned a priority to help the support team address the most urgent matters first.
-
Ticket Status Types
: Track your support ticket progress through different stages.
- • Open : Ticket created and awaiting support team response
- • Answered : Support team replied, awaiting your confirmation or follow-up
- • Closed : Issue resolved and ticket archived
Priority Levels
This support ticket system ensures a reliable, traceable way to get help with any issue you encounter on the Bswagic SaaS platform. For the best experience, follow the practices outlined above.
-
Priority Levels
: Define urgency to help prioritize ticket handling.
- • Low : Feature requests, documentation queries, or minor feedback
- • Medium : General technical issues, non-critical bugs, or configuration help
- • High : Service outages, security problems, or system-critical failures
🛠️ Tip: Be honest and accurate when selecting a priority level to ensure fairness in response times.
Best Practices
Creating Effective Tickets
- Clear Subject Lines : Use descriptive and specific titles that highlight key problem indicators. Example: "Webhook Failure on Deployment" instead of "Help!"
- Detailed Descriptions : Explain the issue step by step, mention troubleshooting already done, and include exact error messages if possible.
- Proper Priority Selection : Choose based on urgency and business impact. Use High for critical issues (downtime, data loss). Use Low or Medium for general questions.
- Helpful Attachments : Attach screenshots, logs, or documents. Limit: 5 files, 10MB each. Accepted formats: .jpg, .png, .pdf, .txt, .zip.
Communication Tips
- Response Times : Check for support replies regularly, respond promptly when follow-up is requested, and update the ticket if the situation changes.
- Professional Communication : Be clear, respectful, and concise. Provide only relevant details and confirm resolution once the issue is fixed.
Need Immediate Help?
- Email Support : Use this channel for written communication of urgent issues.
- Phone Support : Available during business hours for immediate assistance.
- Priority Support : Reserved for outages or security-related problems only.
Troubleshooting Common Issues
- Ticket Submission Problems : Ensure all required fields (subject, message, department, priority) are filled.
- File and Account Checks : Confirm attachments meet file size/type limits and tenant account is active.
- Communication Issues : Check spam folder, verify email address accuracy, and confirm attachments are compatible.
Email Notifications
- Stay updated via automatic email alerts : Receive notifications for ticket updates and support activity.
- Ticket Reply Notification : Sent when support or admin replies, includes message content and attachments.
- Ticket Status Change Notification : Alerts you when ticket status changes (Open, Answered, Closed, etc.).
- Notification Triggers : Triggered by new replies, reassignments, status updates, or priority level changes.
🔎 Tip: To avoid missing updates, add support emails to your contacts and whitelist them.
This support ticket system ensures a reliable, traceable way to get help with any issue you encounter on the Bswagic SaaS platform. For the best experience, follow the practices outlined above.