How to raise support tickets?

How to raise support tickets?

  • In 'Messages' section, you can add notes for pre-editors, managers or raise support tickets. The elements in the 'Messages' section include: 

  1. Tickets 
  2. Notes 
In tickets section, you can send an article to support for any assistance from the product support team. This is typically used if you are unable to proceed with your assignment or if you encounter any issues in the product. 
  1. Specify the classification, category, cause, and priority to provide sufficient information for the support team to provide prompt assistance. 
  2. Provide a detailed description of your query in the space labeled ‘Description.’  
  3. Attach any necessary files like screenshots, by using the ‘Add attachments’ feature, and then click ‘Send’ to submit the ticket. 
  4. This will internally trigger an email to the product support team and once they have resolved the issue, you will get notified via email about the resolution and you will then be able to proceed with your work. 
  5. All support tickets will be typically resolved within 24-48 hours or more depending on the complexity of the issue faced. 

 

Note: While the article is with support, the article card will display an orange spanner icon, and you will not be able to access the article during this time. 


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