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Support tickets

Tell our team about a problem or a request, follow the replies, and see what is still open.

HelpUpdated 07/10/2026 · 1 min read

In this article

Raise a ticketFollow a ticketFAQ

Raise a ticket

Open Admin › Support tickets 1. The cards count your Open, In progress, Resolved and Critical tickets.

The Support tickets list with the status cards, the search and filters and the New ticket button
  1. Your tickets by status
  2. Search and filters
  3. New ticket

Click New ticket 3.

In Create Support Ticket, choose a Category 1 and a Priority 2, write the Subject 3, and add a Description if it helps.

The Create Support Ticket dialog with the Category, Priority, Subject and Description fields
  1. Category
  2. Priority
  3. Subject

Click Create Ticket. Our team reviews it and replies.

Follow a ticket

Click a row in the list to open the ticket. Its Conversation 1 holds the messages.

A ticket with its status, its description and the Conversation section
  1. Conversation
  2. Status of the ticket

Write a message in the box under Conversation to reply. Our team changes the status 2 as the work moves on.

Status: Open
Meaning: We have it and have not started.
Status: In progress
Meaning: Someone on our team is working on it.
Status: Resolved
Meaning: We think it is fixed. Reply if it is not.
Status: Closed
Meaning: Finished.
Priority: Low
Use it for: A question or a small wish.
Priority: Medium
Use it for: Something is wrong, but you can work around it.
Priority: High
Use it for: Work is slowed down.
Priority: Critical
Use it for: Your team cannot work.
Category: Bug Report
Pick it when: Something does not work as described.
Category: Feature Request
Pick it when: You would like something new.
Category: Complaint
Pick it when: You are not happy with a service.
Category: Incident
Pick it when: Something stopped working suddenly.
Category: General Inquiry
Pick it when: You have a question.

FAQ

Can I raise a ticket from the chat?

Yes. Click Create support ticket in the Amna chat header.

Where do I see only critical tickets?

Use the Priority filter above the table and choose Critical.

Related guides

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