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Create a Support Ticket

The BeePass support centre allows you to ask questions and report issues directly from your workspace. Each request is tracked as a ticket, with a complete history and AI-assisted responses.

Accessing the Support Centre​

There are two ways to open the support centre:

  • From the left sidebar, click Support in the My Account section
  • From the avatar in the top-right corner, then Settings, support tab

The page displays the list of your existing tickets as well as the creation button.

Creating a New Ticket​

  1. Click Create a ticket
  2. Enter a clear and descriptive title (for example: "Error during BeeBreed import")
  3. Write a detailed description of the issue or question
  4. Add attachments if needed (screenshots, CSV files)
  5. Click Send
Attachments

Drag and drop your files directly into the designated area. You can attach up to 3 files of 10 MB maximum each. Image formats (JPEG, PNG) and documents (PDF, CSV, XLSX) are accepted.

Automatic AI Response​

As soon as your ticket is created, BeePass automatically generates an initial response based on existing documentation. This draft is produced by an AI assistant that searches for the most relevant pages for your question.

The AI response is identified by the [ai:BeePass IA] label and often contains direct links to the relevant documentation pages. It allows you to get a resolution lead within seconds, without waiting for a team response.

Human Response Guaranteed

The AI response is a first level of assistance. A member of the BeePass team always follows up to handle your request.

Ticket Lifecycle​

Each ticket goes through three statuses:

StatusMeaning
OpenYour request has been registered and is awaiting a response
In ProgressThe BeePass team is actively handling your ticket
ResolvedThe issue has been addressed and the ticket is closed

The transition from Open to In Progress happens automatically as soon as an administrator responds to your ticket.

Response Time Tracking (SLA)​

A colour indicator appears on each ticket to inform you of the time elapsed since its creation:

  • Green: recent ticket, within normal processing times
  • Amber: ticket pending for some time
  • Red: older ticket requiring priority attention

This indicator helps you quickly identify requests awaiting a response.

Notifications​

You receive a notification in the bell icon of your BeePass workspace whenever a new response is posted on your tickets. Clicking the notification takes you directly to the relevant ticket.

Check Your Notifications

Responses from the team and the AI trigger real-time notifications. Remember to check the bell icon if you are expecting a response.

Marking a Ticket as Resolved​

When the BeePass team has responded to your request and the issue is resolved, a Resolved button appears on the ticket. Click it to confirm the resolution and close the ticket.

This button is only available after the first response from an administrator.

See Also​