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Track and Manage Your Tickets

Once your tickets have been created, the support centre provides a comprehensive view to track their progress, communicate with the team, and review AI assistant responses.

Ticket Overview​

The support page displays three summary cards at the top of the screen:

CardDescription
OpenNumber of tickets awaiting processing
In ProgressNumber of tickets being handled by the team
ResolvedNumber of closed and processed tickets

Click on a card to filter the list by status. The list shows the title, creation date, status, and SLA time indicator for each ticket.

Ticket Detail​

Click on a ticket to access its detail page. There you will find:

  • The chronological comment thread with all exchanges
  • Attachments viewable online or downloadable
  • The SLA indicator showing time elapsed since creation
  • The current status of the ticket

Identifying Authors​

Each comment is identified by a label indicating its author:

LabelAuthor
[admin:Name]A member of the BeePass team
[user:Name]Yourself or another user
[ai:BeePass IA]The AI assistant based on documentation

AI responses are formatted in Markdown and may contain links to relevant documentation pages, bullet lists, and code blocks.

Replying to a Ticket​

To add a comment to an existing ticket:

  1. Open the ticket from the list
  2. Type your message in the text field at the bottom of the page
  3. Attach a file if needed (drag and drop or upload button)
  4. Click Send
AI Follow-up Response

When you add a comment, the AI assistant may suggest a follow-up response taking into account the full conversation history. This suggestion helps you find a solution without waiting for the next human response.

Attachments​

Files attached to tickets are accessible via secure signed URLs. You can:

  • View images directly within the discussion thread
  • Download any file type by clicking on its name

Download URLs are valid for a limited time (1 hour) and are automatically regenerated each time you view the ticket.

Resolving a Ticket​

When an administrator has responded to your request, the Resolved button appears at the top of the ticket. Click it to confirm that the issue has been addressed.

Resolution by the Breeder Only

Only the ticket creator can mark it as resolved. This action is irreversible: the ticket moves to Resolved status and leaves the active queue.

Deleting a Ticket​

You can delete a ticket you have created by clicking the delete button. A confirmation dialog appears before permanent deletion.

Irreversible Deletion

Deleting a ticket erases the entire discussion thread, including team responses and attachments. This action cannot be undone.

Notifications and Quick Access​

Each new response on your tickets triggers a notification in the bell icon of your workspace. The notification contains a direct link to the relevant ticket (?ticket=ID parameter in the URL).

Opening a ticket from a notification automatically marks the associated notifications as read.

See Also​