:::meta author=Docs-Team updated=2026-09-03 tags=tickets,support,live
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:::breadcrumb Docs > User Guide > Support Tickets
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:::reading-time
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Tickets are the official channel between you and the platform's staff: a subject, a department, a priority, and a chat-style conversation that updates live. Every reply lands as a message bubble with attachments and read receipts, and the bell in the top bar notifies you the moment something happens. This page covers the ticket list, creating a ticket, the conversation, and the notification system.
:::toc
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The ticket list
My tickets shows your tickets in a table (cards on mobile) with a live status caption — "Live updates on" — and a New ticket button. Three filters narrow the view:
• Search — free text, applied as you type.
• Status — open, inprogress, waitinguser, resolved, or closed.
• Priority — low, normal, high, or urgent.
| Column | Contents |
| --- | --- |
| Unread dot | Red dot on rows with new staff replies, bold text |
| ID | The public ticket number, e.g. TKT-20250101-ABCD |
| Subject | What you reported |
| Status | Colored chip — open (blue), inprogress (amber), waitinguser (grey-blue), resolved (green), closed (grey) |
| Priority | Outlined chip — low (grey), normal (blue), high (amber), urgent (red) |
| Updated | When the last message arrived |
:::note
Waiting for user means a staff reply is waiting on you — the department put the ball in your court. Replying moves the ticket back to in-progress automatically.
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Creating a ticket
New ticket opens a form that routes your request to the right team:
:::steps
• Pick the department
Required — each department is a team with its own staff.
• Link the context (optional)
Choose a Service and, filtered by it, a Deploy so staff see exactly which deployment you mean.
• Write the subject and priority
Subject up to 255 characters; priority low / normal / high / urgent, defaulting to normal.
• Describe the issue
The rich editor supports bold, italics, lists, code blocks, and links.
• Attach files
Screenshots, logs, config files — multiple at once.
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Validation is minimal and clear: department, a subject of at least three characters, and a message body are required. On submit you land directly in the new ticket's conversation.
:::tip
Attach the downloaded log archive from [logs.md](logs.md) and mention the service and deploy — a ticket that arrives with its evidence usually resolves in one round instead of three.
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The ticket conversation
The ticket page is a messenger-style chat: your messages right-aligned and primary-colored, staff replies on the left with an avatar, the author's name, and a · Staff badge. Messages auto-scroll to the newest, and the page marks them read for the staff side only while its tab is visible — receipts work both ways, with a single check for sent and double checks for seen on your own messages.
Attachments render inline: images with a lightbox viewer, audio with a player, video inline, and other files as download buttons with name and size. Each message's ⋮ menu offers Copy text, Copy HTML, per-attachment Download, and a Show HTML source / Show rendered toggle.