Support Tickets

#Before you begin

• Search the manual and record the exact page, action, time, and message involved.
• Note the studio, affected fictional or internal record ID, browser, and steps that reproduce the problem.
• Remove passwords, payment details, authentication links, API keys, and unrelated personal information from screenshots and files.
• Confirm that the studio's Support Console connection is configured.

Warning: Ticket text and attachments leave the studio application for the connected support service. Share only the information needed to investigate the problem.

#Find a ticket

1. Open Support Tickets.
2. Use the available status or search controls to narrow the list.
3. Open the matching ticket.
4. Read the complete conversation and current status before adding a reply.

Use the existing ticket when the new information concerns the same problem. A separate issue should normally receive its own ticket so its status and evidence stay clear.

#Create a ticket

1. Select the new-ticket action.
2. Enter a short title that names the feature and result.
3. Describe:
   • what you were trying to do;
   • the exact navigation path;
   • what you expected;
   • what happened instead;
   • when it happened; and
   • whether it can be repeated.
4. Add a privacy-reviewed screenshot or file only when it materially helps.
5. Review the complete ticket, then submit it once.

Do not include a full database export or broad list of client records when one fictional example, record ID, or redacted screenshot is enough.

#Reply to a ticket

1. Open the ticket and review the latest response.
2. Answer each requested question with the current result.
3. State whether anything changed since the original report.
4. Attach a new file only if it adds evidence not already present.
5. Submit the reply and confirm it appears in the conversation.

#Work with attachments

The current interface supports upload, preview, and removal actions when the connected service accepts them.

• Open a preview before submitting the ticket when possible.
• Redact personal and financial data in the source image, not only with a temporary viewer overlay.
• Use descriptive filenames that do not contain client names or contact details.
• Remove an incorrect attachment before sending.

#Confirm it worked

After creating or replying, confirm that:

1. the ticket appears in the list;
2. the new message appears in the conversation;
3. the status is what you expect;
4. each intended attachment is present and opens; and
5. no unintended file or sensitive value is visible.

#Troubleshooting

#Support Tickets does not load

The external Support Console URL, access token, network connection, or permission may be unavailable. Record the time and visible message, then use the studio's approved alternate support channel.

#Submission may have happened twice

Return to the ticket list and search before submitting again. If two tickets exist, reply with the duplicate ticket number rather than continuing both conversations.

#An attachment fails

Check its type and size, remove sensitive metadata when appropriate, and try a smaller privacy-reviewed file. If it still fails, describe the evidence in text and use the approved alternate transfer process supplied by support.

#Related articles

• Dashboard and navigation
• Reports overview
• Feature availability