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Support tickets help you get help and track issues with the retaincoda platform. Here's how to manage them:

Viewing Your Tickets

Access your support tickets by clicking "Support Tickets" in the navigation menu, or visit /support-tickets.

Viewing Ticket Details

Click on a ticket to view:

• Ticket subject and description
• Current status
• Priority level
• All messages in the conversation
• When the ticket was created and last updated

Adding Messages

To add a message to an existing ticket:

1. Open the ticket
2. Scroll to the message section
3. Enter your message in the text area
4. Click "Send Message"
5. Support agents will be notified

Updating Ticket Status

You can update your ticket status to help track progress:

• Open: Ticket is active and awaiting response
• In Progress: Support is working on it
• Resolved: Issue has been resolved
• Closed: Ticket is closed

Ticket Priority

Tickets can have different priority levels:

• Low: General questions or minor issues
• Medium: Standard support requests
• High: Important issues affecting your work
• Urgent: Critical issues requiring immediate attention

Best Practices

When creating or updating tickets:

• Provide clear descriptions of the issue
• Include steps to reproduce problems
• Attach screenshots if helpful
• Respond promptly to agent questions
• Update status when issues are resolved

Agent Responses

When support agents respond:

• You'll receive notifications
• Messages appear in the ticket conversation
• You can reply directly in the ticket
• Agents may update ticket status