Creating a Support Ticket

How to Create a Support Ticket

Creating a support ticket ensures your issue is formally tracked and assigned to a member of our support team. Here is how to submit a new ticket:

1. Click on "Support" in the sidebar menu of your dashboard.
2. Click the "New Ticket" button in the top-right corner of the Support page.
3. Enter a concise subject line that summarizes your issue (for example, "Reviews not syncing for Downtown location").
4. Select a category from the dropdown menu: Account, Billing, Technical, Feature Request, or Other.
5. Set the priority level: Low, Medium, High, or Critical. Choose the priority that best reflects the urgency and impact of your issue.
6. Write a detailed description of your issue in the description field. Include what you expected to happen, what actually happened, and any steps you have already tried.
7. Optionally attach screenshots or files by clicking the attachment icon. Screenshots of error messages or unexpected behavior are extremely helpful for our team.
8. Click "Submit Ticket" to create the ticket and notify our support team.

Writing an Effective Ticket Description

The quality of your ticket description directly affects how quickly we can resolve your issue. A well-written description helps our team understand the problem without needing to ask follow-up questions.

• Be specific — instead of "it does not work," explain exactly what is not working (for example, "the AI is not generating responses for 1-star reviews on my Main Street location").
• Include steps to reproduce — if the issue happens consistently, list the exact steps you take that lead to the problem.
• Note when the issue started — mention if this was working before and when it stopped, as this helps us narrow down potential causes.
• Include browser and device information — some issues are browser-specific, so letting us know if you are using Chrome, Firefox, Safari, or Edge can help.
• Attach screenshots — a screenshot of an error message or unexpected behavior is worth a thousand words.

Tracking Your Tickets

After submitting a ticket, you can track its progress from the Support page in your dashboard. Each ticket displays its current status, assigned agent, and full conversation history.

• Open — your ticket has been received and is awaiting assignment to a support agent.
• In Progress — a support agent is actively working on your issue.
• Waiting on Customer — the agent has asked a follow-up question and is waiting for your response.
• Resolved — the issue has been addressed. You can reopen the ticket if the problem persists.

You will receive email notifications whenever the status of your ticket changes or when a support agent replies. You can respond to these emails directly, and your reply will be added to the ticket conversation.