Support tickets

At the support section you will find a list of support tickets.

At a glance, you can see how many tickets are still pending resolution. These are grouped into one of the following five categories:

• New: all newly received tickets that have not yet been opened.
• In progress: the ticket has been opened, but we are still working on it. The end user is waiting for our response.
• Pending response: we have replied to the end user, but we need their response to continue managing the ticket.
• Resolved: the ticket has been resolved by the support team.
• Closed: after resolution, the issue has been confirmed as solved by the user, and no further action is required.

Tickets may include file attachments, allowing both users and operators to share additional context such as screenshots or supporting documents.

You can also use the interaction history and notes to keep track of all communications and actions related to a ticket. Add notes such as Call unanswered or Proposal sent to stay organized and ensure effective follow-up.

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If you are interested in sending an automatic message to users when a support ticket is opened, please contact us.