Raising and Managing Tickets

Raising and Managing Service Tickets

Learn how to open service requests, track help desk tickets, and review response updates.

1. Creating a Support Ticket

To open a support request, submit the support form with your name, contact email, and the category topic.

• Navigate to the Support contact form.
• Select the topic category (e.g. Payments, Access, Integration) and input description details.
• Click Submit. You will receive an immediate confirmation banner.

2. Tracking Response SLA

Standard support requests are processed within 24 hours. Critical severity issues are escalated automatically to on-call engineering squads.

3. Resolving Tickets

Once an issue is resolved, it is marked as closed. You can reopen closed tickets within 7 days if the problem persists.