Submit and track a ticket

File a ticket

1. Open Tickets → New ticket.
2. Choose the category that matches your request.
3. Write a short summary (at least three characters) and a description with the details staff will need.
4. Answer the category’s questions and set the priority if asked.
5. Attach screenshots or documents if helpful — up to 15 files. Some categories require at least one.
6. Submit. The category routes it to the right staff.

Follow your ticket

Open My tickets. Status moves through Open, In progress, Waiting on requester, Resolved, and Closed (or Cancelled). When a ticket is waiting on you, open it and reply.

For staff

Use Assigned and the All Tickets queue to work requests. Internal notes are visible only to staff. Due-soon alerts go out two hours before the SLA deadline, and overdue alerts once it passes.