Creating a Ticket

1. Navigate to Support Tickets from the sidebar menu, or click "New Ticket"
2. Fill in the ticket form:

• Subject: A brief summary of your issue (e.g., "Invoice submission failing with error 0040")
• Type: Select the category that best matches your issue:
  • General Enquiry: General questions about the platform
  • Technical Issue: Bugs, errors, or system problems
  • FBR API / Invoice Error: Issues related to FBR submission, error codes, or invalid invoices
  • Billing & Payments: Package upgrades, payment issues, invoice limits
  • Feature Request: Suggest new features or improvements
• Priority: Select the urgency level:
  • Low: Minor issue, no rush
  • Medium: Standard request (default)
  • High: Important issue affecting your work
  • Urgent: Critical issue — production is down or blocked
• Description: Provide detailed information about your issue. Include any error messages, steps to reproduce, and what you expected to happen.

Tracking Your Tickets

On the Support Tickets page, you can see all your tickets with their current status:

• Open: Ticket submitted, waiting for agent response
• In Progress: An agent is working on your issue
• Waiting Customer: Agent needs more information from you
• Resolved: Issue has been resolved — please verify
• Closed: Ticket is closed and completed

Replying to Tickets

Click on any ticket to view the conversation. You can add replies with additional information. If a ticket is marked "Resolved" or "Closed" and you reply, it will automatically reopen.