The My Tickets page in the Help and Support section provides comprehensive tools for managing your existing tickets and creating new ones.

Opening a new ticket

To create a new ticket from the My Tickets page, click the Open Ticket button in the top right corner. This will open the support chat window in the bottom right corner of your screen.

You can also open a ticket from the Help and Support > Open a ticket tab, or by clicking the Speaky button in the bottom right corner of any portal page and switching to a support agent.

For details, see the Using Speaky, Your AI Assistant page.

Next, click Send us a message from the Home or Messages tab and describe your question or issue; then submit it. If needed, you can expand the messaging window or use extras such as attaching files or inserting emojis.

As soon as your ticket is submitted, it appears under the New tab.

The following sections describe each ticket management feature.

Ticket filters

Apply one or more filters, then click Search to locate the tickets you need.

• Keyword: enter relevant keywords to find tickets containing those terms.
• Date: select a date range from the drop-down menu to filter tickets by creation or update date.
• Department: account owners can select a specific department to narrow the results. Users assigned to a department see only their department's tickets by default.
• User: choose the user associated with the ticket from the drop-down list.

Ticket statuses

Switch between tabs to view tickets filtered by their current status, or view all tickets together.

• Opened: tickets currently in progress and being actively resolved.
• New: recently created tickets that have not yet received a response from the support team.
• Resolved: tickets that have been resolved and closed.
• All: every ticket under your account, regardless of status.

Sorting and display options

Sort By: organize your tickets by newest or oldest first.

Show: adjust the number of tickets displayed per page.

To open a ticket card, click the corresponding eye button.

Ticket card information

Each ticket card displays the following information:

• Ticket subject: Brief description of the issue

• Ticket number: Unique identifier for tracking

• Last updated: Date and time of the most recent activity

• Ticket type: Classification of the issue type

• Creator: Name of the user who submitted the ticket

• Status: Current stage of the ticket resolution process

For all the ways to reach the support team, see the Help & Support page.