Support

Support is where you contact the Complaia team. You describe a problem or ask a question in a ticket, the team answers in the same thread, and you follow the status. You do all of this without leaving Complaia.

Where to find it: System → Support → My tickets

When you'll use it

• Something in Complaia does not work the way you expect.
• You have a question about how to do something.
• You want to suggest an improvement.
• You have a question about your subscription or an invoice from Complaia.

Key concepts

• Ticket — one problem or question, with its own number, a status and a thread of messages.

• Request type — what the ticket is about. You choose it when you create the ticket: Bug / something is broken, Suggestion / new feature, Question, Billing / invoices or Other.

• Status — where the ticket stands. The Complaia team changes it. You see it on the list and in the ticket.

  Status	What it means
  Open	Sent, not picked up yet.
  In progress	The team is working on it.
  Waiting for you	The team asked you something. Reply, and the ticket goes back to In progress.
  Resolved	The team considers it solved. No more messages can be added.
  Closed	Finished. Either the person who created it cancelled it, or an administrator closed it.

• Whose tickets you see — normally only the ones you created. With the Support: tickets from the whole company permission, you see every ticket from your company.

• Thread — the conversation inside a ticket. Messages from the team are marked Support.

You do not set a priority. The Complaia team decides the order of work.

The screens

My tickets lists your tickets, most recently updated first.

• Each row shows the title, the ticket number, the type, when it last changed, the number of comments and the status.
• A dot at the start of a row means there is something new that you have not read.
• The status buttons above the list filter it: All, Open, In progress, Waiting for you, Resolved, Closed.
• Load more at the bottom shows older tickets.

📷 Screenshot to add: My tickets with the status buttons and a row marked with the unread dot

The ticket shows the title, status, number, type and creation date, then the thread, then a box for your reply. The header has Refresh and Cancel ticket.

• A photo in the thread opens in a viewer on the same page. Use the arrows to move between all photos in the ticket.
• A PDF opens in a new browser tab.

The New ticket window opens on top of the screen you are on, so you do not lose your place. You can open it in four ways:

• the menu item System → Support → New ticket;
• the New ticket button on My tickets;
• the small lifebuoy button in the bottom-right corner of the screen. Its label, Report a problem, appears when you point at it. The button is shown on larger screens only;
• Report a problem on the screen that appears when access is blocked.

Before you send a ticket

Many problems are caused by a setting. Check the points below first. Often you find the answer at once. If not, what you checked helps the team solve the ticket faster.

• A screen or button is missing. Most often the person's role does not allow it. Compare the role with what they need to do.
• Something changed unexpectedly. The Event log shows who changed what, and when.
• Orders stopped arriving from a shop. Check the integration's status under Integrations.
• Someone cannot sign in. Check on Users that the account is active and that there is a free seat.
• It worked a moment ago. Refresh the page, or sign out and in again.

Common tasks

Send a ticket

1. Open the New ticket window, for example from System → Support → New ticket.
2. Choose the Request type.
3. Enter a Title of at least 10 characters, for example I can't save a production order.
4. In Description, write at least 20 characters: what you did, what happened, and what you expected. Add the order number, product name or screen it concerns.
5. Optionally, add attachments: photos or screenshots, and PDF files, up to 10 files. Photos are made smaller automatically. A PDF can be up to 10 MB. A screenshot of the screen in question helps the most.
6. Click Send ticket.

You see Ticket sent. Click View ticket to open it, or Close to carry on working. If your account has an e-mail address, you also get a confirmation e-mail.

If you close the window before you send it, Complaia asks first, because the text and files you added would be lost.

Describe one problem per ticket. This keeps the conversation short and the answer quick.

Follow a ticket and reply

1. Go to System → Support → My tickets and click the ticket.
2. Read the thread. The team's messages are marked Support.
3. Type your answer in the reply box. To attach files, click Add file. You can add up to 10 files per message.
4. Click Send.

When the team replies, you get an e-mail, but not for every message:

• The e-mail is sent a few minutes after the reply. If you open the ticket before then, no e-mail is sent.
• Several replies in a row give one e-mail.
• If you have not opened the ticket for a day, the next reply sends a reminder.

The e-mail does not contain attachments. Open the ticket to see them.

Cancel a ticket

Use this when the problem solved itself or you sent the ticket by mistake. Only the person who created the ticket can cancel it.

1. Open the ticket.
2. Click Cancel ticket.
3. Confirm with Cancel ticket. Keep ticket leaves the ticket as it is.

A cancelled ticket cannot be reopened, and no more messages can be added. If the topic comes back, send a new ticket.

Continue after a ticket is closed

You cannot write in a ticket that is Resolved or Closed.

1. Click Create a new ticket under the thread.
2. Mention the old ticket's number in the description.

Ask about the Enterprise plan

An enquiry about the Enterprise plan, sent from Subscription & billing, also appears in My tickets as a ticket of the Enterprise type. You can follow it and reply there like any other ticket.

When it doesn't work

What you see	Why	What to do
The title must be at least 10 characters long.	The title is too short.	Describe the problem in a few words.
The description must be at least 20 characters long.	The description is too short.	Say what you did and what happened.
The hourly limit of new tickets has been reached. Try again in … min.	You can send at most 5 new tickets per hour.	Wait, or add the information to a ticket you already have.
Wait …s on the Send button	Messages must be a few seconds apart, and there can be at most 10 per minute.	Wait for the countdown.
A ticket and each reply can have at most 10 attachments.	Too many files.	Remove some, or send the rest in another message.
Could not attach: …. The ticket was sent without these files.	A file could not be saved, because of its type or size. The ticket itself was sent.	Open the ticket and add the file again as a photo or a PDF.
Ticket closed by an administrator	The team closed or resolved it.	Click Create a new ticket.
This ticket was cancelled, so no more messages can be added.	The ticket was cancelled by the person who created it.	Send a new ticket.
You can only cancel your own ticket. A closed ticket cannot be reopened.	You tried to cancel a colleague's ticket. Only the person who created a ticket can cancel it.	Ask the person who created it.
Ticket not found	The link is wrong, or the ticket belongs to someone else and you do not have the whole-company permission.	Go back to My tickets.
You do not see a colleague's ticket	You see only your own tickets.	Ask for the Support: tickets from the whole company permission.
There is no lifebuoy button in the corner	It is hidden on small screens and inside an open ticket.	Use System → Support → New ticket.

Permissions

To do this	You need
Send a ticket, see and answer your own tickets, cancel your own ticket	Nothing. Every signed-in user can.
See and answer every ticket from your company	Support: tickets from the whole company

Of the roles that come with the workspace, the Owner and the Administrator see the whole company's tickets.

Related

• Event log — who changed what; useful evidence for a ticket
• Roles & permissions — the first place to look when a screen is missing
• Subscription & billing — plans, seats and payments
• Integrations — connection status of shops and carriers