Support Tickets Guide

Comprehensive guide for creating, managing, and tracking support tickets in EnterEdge.

1. Overview

The support ticket system allows you to:

  • Report technical issues
  • Ask financial questions
  • Report bugs
  • Get help from the support team

2. Creating a New Ticket

  1. Click the "New Ticket" button
  2. Enter the ticket subject
  3. Select the appropriate category
  4. Write a complete description of the issue
  5. Attach relevant files if needed
  6. Submit the ticket

3. Ticket Categories

Financial

For issues related to payment, invoices, and billing.

Technical

For technical problems, API connection issues, and system performance problems.

Bug

For reporting bugs and system errors.

Other

For other questions and requests.

4. File Attachments

You can attach relevant files to your ticket:

  • Screenshots of the issue
  • Log files
  • Related documents
Tip
To better help the support team, always send complete information and clear screenshots.

5. Tracking Status

Ticket statuses:

  • Pending: Ticket is waiting for review
  • In Progress: Support team is reviewing
  • On-Hold: Ticket is temporarily on hold
  • Solved: Issue has been resolved

6. Filtering and Search

You can filter tickets by:

  • Status
  • Category
  • Use search to find a specific ticket

7. Best Practices

  • Complete Description: Describe the problem completely and clearly
  • Correct Category: Select the appropriate category
  • Attach Files: Attach screenshots and related files
  • Be Patient: The support team will respond as soon as possible