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Support Guide

Quick Status Guide

Status Description
New Ticket has been created but not yet reviewed by staff
In Progress We've assigned someone and started triaging
Awaiting Customer Additional information is needed from you
Resolved Your issue has been resolved
On Hold We will revisit this ticket in the future
Canceled The issue self-resolved or customer changed their mind

Priority Levels

When creating a ticket, choose one of four priorities. Each level is shown with a color-coded button.

Priority Description
Low General inquiries, minor issues, non-urgent requests
Medium Standard priority issues, typical support needs
High Urgent issues affecting productivity
Urgent Critical issues affecting operations; needs immediate attention