Support Tickets - User Guide
Overview
The Support Ticket system lets you communicate directly with our support team. You can create tickets to report bugs, ask questions about your license, request features, or get help with billing — all from your account dashboard.
Every ticket gets a unique ID (e.g. TKT-XXXXX-XXXX) so you can easily track and reference your requests.
Accessing Support Tickets
To access the ticket system, you need to be logged in to your account. You can reach the tickets page in two ways:
- Navigate to /tickets from your browser
- From your Dashboard, click the support tickets link
If you're not logged in, you'll be redirected to the login page and brought back to tickets after signing in.
Creating a New Ticket
Click the "+ New Ticket" button on the tickets page to open the ticket creation form. Here's what you'll need to fill in:
1. Select a Topic (Required)
Choose the category that best describes your issue:
- 💬 General Topic — General questions and inquiries
- 🔑 License Related — License activation, transfer, or issues
- 🐛 Report Bug — Report a software bug or issue
- 💡 Feature Request — Suggest a new feature or improvement
- 💳 Billing & Payment — Payment issues, refunds, or invoices
2. Subject (Required)
Enter a brief, descriptive title for your issue (up to 200 characters). A clear subject helps our team understand your request quickly.
3. Priority
Set the urgency level of your ticket:
- Low — Non-urgent questions or general feedback
- Medium — Standard issues (selected by default)
- High — Urgent problems affecting your service
4. Link a License (Optional)
If your issue is related to a specific license, you can attach it to the ticket. This dropdown only appears if you have active, pending, or suspended licenses on your account. Linking a license helps our team look up your details faster.
5. Message (Required)
Describe your issue in detail using the rich text editor. You can format your message with bold, italic, lists, code blocks, and links. The more detail you provide, the faster we can help.
6. Screenshots (Optional)
Attach up to 5 image files to help illustrate your issue. Supported formats:
- JPG / JPEG
- PNG
- GIF
- WebP
Each file can be up to 5 MB in size. Click the upload area or the "📸 Click to upload screenshots" button to select files. You can remove any attached image by hovering over it and clicking the ✕ button.
Once everything is filled in, click "Submit Ticket". You'll be redirected to your new ticket's detail page.
Viewing Your Tickets
The Tickets page shows all your support tickets sorted by most recently updated. Each ticket card displays:
- Status badge — Current state of the ticket (Open, In Progress, Resolved, Closed)
- Priority badge — Low, Medium, or High
- Topic — The category you selected
- Linked license — If a license was attached
- Subject — The ticket title
- Ticket ID — Unique reference number
- Created / Updated dates
Filtering Tickets
Use the filter tabs at the top to narrow down your tickets by status:
- All — Shows every ticket
- Open — Newly created tickets awaiting a response
- In Progress — Tickets being actively worked on by our team
- Resolved — Tickets that have been addressed
- Closed — Completed or manually closed tickets
Each filter tab shows a count of how many tickets match that status.
Ticket Detail & Conversation
Click on any ticket to open its detail page. Here you'll see:
- The ticket subject, ID, status, topic, and linked license at the top
- Your original message with any attachments
- The full conversation thread with all replies
Messages from you are marked with a 👤 icon and an indigo left border. Replies from the support team are marked with a 🛡️ icon and a green left border, labeled as "Support Team".
Replying to a Ticket
At the bottom of any open ticket, you'll find the reply form. To send a reply:
- Type your message in the rich text editor
- Optionally attach up to 5 screenshot images (same format and size limits as ticket creation)
- Click "Send Reply"
Your reply will appear immediately in the conversation thread. The page auto-scrolls to the latest message.
Note: If a ticket was previously marked as "Resolved" by the support team and you send a new reply, the ticket will automatically reopen with status "Open".
You cannot reply to tickets that have been closed.
Closing a Ticket
If your issue has been resolved, you can close the ticket yourself by clicking the "Close Ticket" button in the top-right corner of the ticket detail page. You'll be asked to confirm before the ticket is closed.
Once closed:
- The reply form is hidden
- The status changes to "Closed"
- You can no longer send replies to this ticket
- A prompt appears to create a new ticket if you need further help
Ticket Statuses Explained
| Status | Meaning |
|---|---|
| Open | Your ticket has been submitted and is waiting for a response from the support team. |
| In Progress | The support team is actively working on your issue. |
| Resolved | The support team has addressed your issue. If you reply, the ticket reopens automatically. |
| Closed | The ticket is finalized. No further replies can be added. Create a new ticket if needed. |
Premium Badge
If you have an active or pending license on your account, your tickets are automatically flagged as premium. This helps our team prioritize licensed users. You don't need to do anything — the system detects this automatically when you create a ticket.
Tips for Faster Support
- Choose the right topic — This helps route your ticket to the right team member
- Be specific in your subject — "License won't activate on server X" is better than "Help"
- Include details in your message — Error messages, steps to reproduce, server info
- Attach screenshots — A picture is worth a thousand words, especially for UI bugs
- Link your license — If the issue is license-related, always attach it so we can look it up instantly
- Set the right priority — Reserve "High" for issues that are blocking your work
Email Notifications
When you create a ticket, our support team receives an email notification with your ticket details. When the team replies to your ticket, you'll also receive an email notification so you don't have to keep checking the page manually.
Rate Limits
To prevent abuse, ticket creation and replies are rate-limited. Under normal usage you won't hit these limits. If you see a rate limit error, wait a few minutes before trying again.