# Create and track a POS support ticket

Open Support while online. Ticket history is scoped to the signed-in user and active branch; use Open, Closed, or All and Previous or Next to find a request. Open a conversation to read replies or download attachments when allowed. A create-only user receives a request reference instead of ticket detail. Keep that reference, and never include credentials, payment data, or unnecessary customer information.

Canonical URL: https://admin.tajergo.ae/help/articles/pos/pos-support-tickets/
Article ID: pos-support-tickets
Surface: POS
Category: Support
Last reviewed: 2026-09-06

## Before you start

- An authenticated POS session for Help Center documentation.
- A live connection is required for ticket lists, creation, conversation actions, and attachment transfer.
- Ticket results are scoped to the signed-in user and active branch.

## Browse ticket history

1. Open My support tickets while online.
2. Choose Open, Closed, or All; each view loads 25 tickets for the signed-in user and active branch.
3. Use Previous or Next for another page, then open the matching conversation.

## Create a ticket or feedback request

1. Open Contact support or Feedback while online.
2. Enter type and priority when shown, a precise subject, and reproduction details; attach permitted files only when comment access allows it.
3. Submit once. Open the ticket when read access exists, or keep the request reference shown to a create-only role.

## Reply or attach evidence

1. Open the ticket conversation with support-ticket.read.
2. Enter a reply with support-ticket.comment; choose up to five permitted files of 5 MB or less when needed.
3. Send or upload once and verify the new conversation item before retrying.

## Download an attachment

1. Open the ticket conversation and locate Attachments.
2. Select the file once and wait for its time-limited download URL.
3. If it fails, keep the ticket open and retry only after checking connectivity and read access.

## Close a ticket

1. Open an unresolved conversation with support-ticket.close.
2. Select Close ticket once.
3. Verify the ticket is closed; create a new ticket for further support rather than replying to the closed conversation.

## Expected result

A readable role opens a ticket belonging to the signed-in user and active branch with its status, replies, and attachments. A create-only role receives a request reference and returns to Help Center without gaining ticket-list access.

## Permissions

- Help Center and documentation require an authenticated POS session.
- Viewing tickets requires support-ticket.read; contact and feedback submission require support-ticket.create.
- Replying requires support-ticket.comment; closing requires support-ticket.close.

## Troubleshooting

### The expected ticket is not visible in Open, Closed, or All, or Previous and Next do not reach it.

Confirm support-ticket.read, stay online, select All, and page through the 25-ticket results. Refresh once. If the ticket reference is still absent, do not create a duplicate; send Support the reference, Business Account, branch, selected page/view, and time.

### A submit, reply, attachment, download, or close action has no confirmed result.

Check the conversation and ticket status before retrying. A create-only user should retain the request reference instead of expecting ticket detail. Retry only when no request or action is pending; remove credentials, payment data, and unnecessary customer information from evidence.

## Related articles

- [Get help when POS is offline](https://admin.tajergo.ae/help/articles/pos/support-offline.md)