Support Tickets

Support Tickets in the customer portal allows you to submit, track, and manage support requests and communicate with customer service.

Overview

Support Tickets enable you to:

• Submit support requests
• Track ticket status
• Communicate with support
• Upload attachments
• View ticket history
• Rate support quality

Accessing Support Tickets

Navigate to Support Tickets or Help from the portal main menu.

Ticket List

Viewing Tickets

Support Tickets

Filter: [All Tickets ▼] [Status ▼] [Priority ▼]

┌────────────────────────────────────────────────────────────────┐
│ Ticket       │ Subject              │ Created   │ Status       │
├────────────────────────────────────────────────────────────────┤
│ TKT-2026-089│ Order delivery issue │ Jan 22    │ Open         │
│ TKT-2026-078│ Invoice question     │ Jan 18    │ Waiting      │
│ TKT-2026-065│ Product inquiry      │ Jan 15    │ Answered     │
│ TKT-2026-045│ Return request help  │ Jan 10    │ Resolved     │
│ TKT-2025-198│ Account access issue │ Dec 20    │ Closed       │
└────────────────────────────────────────────────────────────────┘

Open Tickets: 2
Showing 1-5 of 23 tickets

[+ New Ticket]

Ticket Status

Status	Description
Open	Ticket submitted, awaiting response
In Progress	Being worked on
Waiting	Waiting for your response
Answered	Support replied
Resolved	Issue resolved
Closed	Ticket closed
Reopened	Previously closed, reopened

Creating Tickets

Submit New Ticket

1. Click New Ticket
2. Select category
3. Enter subject line
4. Describe your issue
5. Add attachments (optional)
6. Submit ticket

New Ticket Form

Submit Support Ticket

Category:
[Select Category ▼]
├─ Orders & Shipping
├─ Billing & Payments
├─ Returns & Refunds
├─ Product Questions
├─ Account & Access
├─ Technical Issues
└─ Other

Subject:
[___________________________________________________]

Priority:
○ Low - General question
○ Normal - Standard support request
○ High - Urgent issue affecting business
○ Critical - Complete service disruption

Related To (optional):
Order: [SO-2026-____ ▼]
Invoice: [INV-2026-____ ▼]

Description:
[                                                           ]
[                                                           ]
[                                                           ]
[                                                           ]

Attachments:
[Choose Files] or drag and drop
Supported: Images, PDF, documents (max 10MB each)

[Cancel] [Submit Ticket]

Ticket Categories

Category	Use For
Orders & Shipping	Order status, delivery issues
Billing & Payments	Invoice questions, payment issues
Returns & Refunds	Return help, refund status
Product Questions	Product info, specifications
Account & Access	Login issues, permissions
Technical Issues	Portal problems, errors

Ticket Details

Viewing Ticket

Ticket: TKT-2026-089

Subject: Order delivery issue
Category: Orders & Shipping
Priority: High
Status: Open
Created: January 22, 2026 at 2:30 PM

Related:
├─ Order: SO-2026-0019
└─ Shipment: SHP-2026-089

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Conversation:

You - Jan 22, 2:30 PM
────────────────────────────────────────────────────
My order SO-2026-0019 shows as delivered but I haven't
received it. The tracking shows it was left at the
front desk but our front desk has no record of it.

Can you please help locate this package?

[Attachment: tracking_screenshot.png]

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Add Reply:
[                                                    ]
[                                                    ]

[Attach Files] [Send Reply]

Support Response

Ticket: TKT-2026-089

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Sarah - Support Team - Jan 22, 3:15 PM
────────────────────────────────────────────────────
Thank you for contacting us about your delivery.

I've initiated a trace with UPS for tracking number
1Z999AA10123456784. The carrier investigation typically
takes 1-2 business days.

In the meantime, I've also:
• Checked with our warehouse - package was shipped correctly
• Requested signed delivery proof from UPS
• Flagged this for priority follow-up

I'll update you as soon as I hear back from UPS.

Is there anything else I can help you with?

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

You - Jan 22, 3:30 PM
────────────────────────────────────────────────────
Thank you Sarah! I appreciate the quick response.
Please let me know what UPS finds out.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Ticket Actions

Available Actions

Action	Description
Reply	Send message to support
Attach Files	Add documents/images
Update Priority	Change urgency level
Close Ticket	Mark as resolved
Reopen	Reopen closed ticket

Closing a Ticket

Close Ticket

Ticket: TKT-2026-045

Reason for closing:
○ Issue resolved
○ No longer needed
○ Duplicate ticket
○ Other

Feedback (optional):
How would you rate our support?

★ ★ ★ ★ ★
[_____________________________________________________]

[Cancel] [Close Ticket]

Ticket Timeline

Activity History

Ticket Timeline: TKT-2026-065

Jan 17, 4:00 PM │ Resolved
               │ Ticket marked as resolved
───────────────┼──────────────────────────────────────
Jan 17, 3:45 PM│ Customer Reply
               │ "That answers my question, thank you!"
───────────────┼──────────────────────────────────────
Jan 16, 10:30 AM│ Support Reply
               │ Response from Mike (Support)
───────────────┼──────────────────────────────────────
Jan 15, 2:00 PM│ Assigned
               │ Assigned to Mike (Support)
───────────────┼──────────────────────────────────────
Jan 15, 1:55 PM│ Status Changed
               │ Status: Open → In Progress
───────────────┼──────────────────────────────────────
Jan 15, 1:50 PM│ Ticket Created
               │ Created by John Smith

Attachments

Uploading Files

Supported file types:

• Images: PNG, JPG, GIF
• Documents: PDF, DOC, DOCX
• Spreadsheets: XLS, XLSX, CSV
• Other: TXT, ZIP

Maximum file size: 10MB per file

Managing Attachments

Ticket Attachments

Uploaded Files:
┌────────────────────────────────────────────────────────────┐
│ File Name              │ Size    │ Uploaded   │ Action    │
├────────────────────────────────────────────────────────────┤
│ tracking_screenshot.png│ 245 KB  │ Jan 22     │ [View]    │
│ delivery_photo.jpg     │ 1.2 MB  │ Jan 22     │ [View]    │
│ order_confirmation.pdf │ 89 KB   │ Jan 22     │ [Download]│
└────────────────────────────────────────────────────────────┘

[Add More Files]

Priority Levels

Understanding Priority

Priority	Response Time	Use When
Low	48 hours	General questions
Normal	24 hours	Standard issues
High	8 hours	Urgent matters
Critical	2 hours	Business-stopping

Changing Priority

1. Open ticket details
2. Click current priority
3. Select new priority
4. Add reason (required for upgrades)
5. Save changes

Notifications

Email Alerts

Event	Notification
Ticket Created	Confirmation email
Support Reply	New response alert
Status Change	Status update
Resolution	Closure notification

Notification Settings

Ticket Notification Settings

Email Notifications:
[x] New ticket confirmation
[x] Support team replies
[x] Status changes
[ ] Daily summary of open tickets

Additional Recipients:
├─ [email protected]
└─ [+ Add Email]

[Save Settings]

Self-Service Resources

Knowledge Base

Before submitting a ticket, check our help resources:

Popular Articles:
├─ How to track my order
├─ Returning an item
├─ Updating payment information
├─ Changing my password
└─ Understanding my invoice

Search Help: [_________________________] [Search]

[Browse All Articles]

Quick Links

Resource	Description
FAQs	Common questions
Order Help	Order-related guides
Account Help	Account management
Contact Info	Phone/email support

Filtering Tickets

Filter Options

Filter	Options
Status	Open, Waiting, Resolved, All
Priority	Low, Normal, High, Critical
Category	By ticket category
Date Range	Custom date range

Searching Tickets

• Search by ticket number
• Search by subject
• Search by content
• Search by date

Ticket Metrics

Your Support History

Support Summary

Your Tickets:
├─ Total Submitted: 23
├─ Currently Open: 2
├─ Resolved: 21
└─ Average Resolution: 1.5 days

Recent Activity:
├─ This Month: 3 tickets
├─ Last Month: 2 tickets
└─ This Year: 23 tickets

Best Practices

Creating Tickets

• Use clear, specific subjects
• Include relevant order/invoice numbers
• Provide detailed descriptions
• Attach supporting documents

Communication

• Respond promptly to support questions
• Keep messages focused
• Provide requested information
• Be specific about issues

Follow-Up

• Check email for responses
• Review ticket status regularly
• Close resolved tickets
• Provide feedback when asked

Troubleshooting

Common Issues

Cannot submit ticket

• Check required fields
• Verify file sizes
• Try different browser
• Contact support directly

No response received

• Check spam/junk folder
• Verify email address
• Check ticket status
• Add reply to bump priority

Cannot attach files

• Check file size (max 10MB)
• Verify file type supported
• Try different browser
• Compress large files

Ticket closed prematurely

• Reopen the ticket
• Add comment explaining
• Reference original issue
• Contact support

Related Documentation

Return to Portal Dashboard for an overview of all portal features.