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User Support

Support
Updated: 6/19/2025

User Support – Support Center

The User Support module provides an easy way for users to submit new tickets, track their existing requests, and directly contact the support team.

Workflow Overview

🏠 Home > 🎧 Support > 🧑🏽)) User Support

Layout

user-support.png

Navigation Tabs

  • Overview – Gives a quick snapshot of total, open, and resolved tickets, along with average response time and quick access to support actions.

  • My Tickets – Allows users to view, search, filter, and manage all their submitted support requests.

  • Submit Ticket – Provides a guided form for users to report issues or request assistance in a structured way.

  • Contact Support – Offers alternative contact methods like live chat, phone, and email, and includes a contact form for direct inquiries.

Key Features

Overview

overview-user-support.png

  • Welcome to the Support Center – Submit a ticket or browse your existing support requests.

Ticket Summary

  • Total Tickets – Displays the total number of tickets you have submitted.

  • Open Tickets – Shows tickets that are awaiting a response from the support team.

  • Resolved Tickets – Lists all successfully resolved support tickets.

  • Avg. Response Time – Shows the average time taken to respond to your tickets.

Quick Actions

  • Submit New Ticket – Report an issue or request help from the support team on the Submit Ticket.

  • View My Tickets – Check the current status of your submitted support requests on the My Tickets.

  • Contact Support – Get direct assistance from the support team on the Contact Us.

My Tickets

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  • My Support Tickets – View and manage the status of your support requests.

  • New Ticket Button – Opens a form to create a new support ticket on Submit Ticket.

  • Search & Filter – Search and filter your tickets using the search bar or filter tabs: All | Open | In Progress | Resolved.

  • Ticket List – Tickets are listed with subject, status, category, creation time, and an action button.

  • View Ticket - Clicking a ticket shows detailed info, including the subject, status, timeline, and a button to contact support.

view-ticket-user-support.png

Submit Ticket

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  • Subject – Enter a brief summary of your issue.

  • Category – Select a category that best matches your issue: Technical | Billing | General | Bug Report | Feature Request | Unrecognized.

  • Priority – Choose the urgency level: Low | Medium | High | Urgent | Unrecognized.

  • Description – Provide a detailed explanation of your issue.

  • Tips for Faster Resolution – Include error messages, steps to reproduce, browser/OS info, and screenshots.

Contact Support

contact-us-user-support.png

Other Ways to Reach Us

  • Live Chat – Available 24/7 to chat with support agents.

  • Phone Support – Call us directly at +94 XXX XXX XXX.

  • Email Support – Contact support via email at support@company.com.

Response Time Expectations

  • General Inquiries – Receive a reply within 24 hours.

  • Technical Issues – Expect a response within 4 hours.

  • Urgent Issues – Receive help within 1 hour for urgent matters.

Contact Form

  • Full Name – Enter your complete name.

  • Email Address – Provide your contact email address.

  • Subject – Give a brief title for your inquiry.

  • Category – Choose from: General Contact | Sales | Technical Contact | Billing Contact | Unrecognized.

  • Message – Describe your inquiry in detail to help the team assist you better.

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