FAQ
How do I create a new support ticket?
Log in to the support portal, click New Ticket, add a clear subject, describe the issue, and attach any relevant files/screenshots.
What information should I include to get faster support?
Please include your account/project name, a detailed description, when it happened, steps to reproduce, and screenshots/videos if available.
How can I track the status of my ticket?
Go to My Tickets to view the current status (New / In Review / In Progress / Resolved / Closed) and updates.
What’s the difference between a bug and a feature request?
A feature request is a new enhancement, improvement, or change in functionality.
A bug is an error or malfunction impacting usage.
When should I use WhatsApp instead of the ticketing system?
WhatsApp is for urgent, critical incidents only—cases that directly impact performance or may cause service interruption. All other requests must be submitted via tickets.
Do I need a separate ticket for each request?
Yes. Please create one ticket per issue/request to ensure proper tracking, prioritization, and accountability.
Can I attach files to my ticket?
Yes. You can attach screenshots, videos, logs, or documents to help us investigate faster.
What are the expected response and resolution times?
Times vary based on ticket priority (Critical/High/Medium/Low) and request type (incident/question/feature request).
How do I escalate a ticket or increase its priority?
Add a comment explaining the increased impact, or use WhatsApp only if it becomes a critical incident affecting performance or service availability.
How do I close a ticket? Can I rate the support?
Once the issue is resolved, you can confirm the solution and close the ticket. Your feedback/rating helps us improve our support quality.