# Get help and manage support tickets

Use /support for documentation. At /support/tickets, history is limited to tickets you submitted in the active branch and grouped as Open, Closed, or All, 25 at a time. Contact accepts type and priority; feedback uses a fixed type. Create-only users receive a reference. Replies, reply attachments, downloads, and closure require their specific capabilities.

Canonical URL: https://admin.tajergo.ae/help/articles/admin/support-tickets/
Article ID: support-tickets
Surface: Admin
Category: Help and support
Last reviewed: 2026-09-06

## Before you start

- An authenticated Admin session and the exact page, time, branch context, expected result, and reproduction steps for the issue
- support-ticket.read for history or detail; support-ticket.create for contact or feedback; support-ticket.comment for replies and attachments; support-ticket.close for closure

## Search documentation

1. Open /support and search for the task or exact error message.
2. Open the matching guide; documentation search does not filter ticket history.

## Review ticket history

1. Confirm the active branch, open /support/tickets, and choose Open, Closed, or All.
2. Review the current 25-ticket page and use Previous or Next; refresh manually when a recent update is not visible.

## Contact Support

1. Open /support/contact, choose General inquiry, Bug report, or New feature plus priority, and enter a valid subject and description.
2. Attach supported non-sensitive files only with reply access, submit once, then open the conversation or retain the create-only reference.

## Send product feedback

1. Open /support/feedback and describe the improvement and why it matters.
2. Submit once; this form uses its fixed feedback type and does not show contact type or priority controls.

## Continue or close a ticket

1. Open /support/tickets/:id and read the conversation before acting.
2. With the displayed access, add a reply, upload or securely open an attachment, or close the resolved conversation once; refresh before retrying an uncertain action.

## Expected result

A successful submission creates one private ticket in the active Business Account and branch context. Users with ticket-read access in that branch reach its conversation; create-only users receive a reference. History shows the selected status group and page. Reply, upload, download, and close actions update only the opened ticket; a failed action leaves enough state to check before retrying.

## Permissions

- Help Center needs only an authenticated Admin session. Ticket list/detail require support-ticket.read, contact/feedback require support-ticket.create, replies and attachments require support-ticket.comment, and closure requires support-ticket.close.
- Ticket history, detail, reply, attachment, and close operations remain limited to the signed-in user’s own ticket in the active Business Account and branch context.

## Troubleshooting

### Ticket creation succeeds but the attachment does not.

Keep the created ticket or reference; do not submit a duplicate ticket. With reply access, open the ticket and select the file again after checking the supported type, 5 MB per-file limit, and 5-file batch limit. Uploads fail closed when malware screening is unavailable or rejects the file.

### A reply, close, list page, or attachment download has no confirmed result.

Keep the reply draft, refresh the opened ticket or current history page, and check the server-returned state before retrying once. For download, retry from the attachment control to request a new HTTPS link. Stop if the role lacks the required capability, the ticket is closed, the scanner remains unavailable, or the file is rejected; give Support the ticket reference, time, action, and error without secrets.