Tickets

Use the tickets area to talk to support, follow replies, and organize requests by priority and status.

When to use tickets

Open a ticket when you need help with a platform operation, want to report a bug, or need to follow up on a request with the support team.

Common examples:

• error in a platform feature
• operational question that needs analysis
• issue with synchronization or processing
• request that needs context, screenshots, or history

Quick summary

• Use tickets to talk to support and track the progress of requests.
• You can filter, reply, and follow the SLA by priority.

How the screen is organized

When you open the page, you will see it split into two main areas:

Area	Description
left side	ticket list, filters, and pagination
right side	selected ticket conversation, details, and reply field

At the top of the screen, there is also a Refresh button to reload the information.

At the bottom, there is an SLA summary by priority for quick reference.

Typical flow

In practice, usage usually follows this path:

1. Open the tickets screen.
2. Use filters to find the ticket you want to follow.
3. Click the ticket in the list on the left.
4. Read the history in the panel on the right.
5. Send a reply or update the ticket, if your profile has permission.

How to open a new ticket

To create a ticket:

1. Click the support image in the bottom-right corner of the platform.
2. In the Open new ticket card, fill in the Subject.
3. Choose the Priority.
4. Write a message and/or add images.
5. Click Create ticket.

What is required

Field	Rule
Subject	is required
message or image	you must send at least one option

This means you do not need to send text and image at the same time, but one of them must exist.

Available priorities

• Low
• High
• Critical

Image rules

Rule	Value
limit per submission	up to 3 images
accepted formats	JPG, PNG, and WEBP
maximum size per file	2MB

How to reply to a ticket

To continue a conversation in a ticket:

1. Select the ticket in the list.
2. Go to the Reply to ticket area.
3. Type your message and/or attach images.
4. Click Send message.

Important reply rules

note

• empty replies are not allowed
• tickets with status finalized do not accept new messages

How to track ticket status

Each ticket can be in one of these statuses:

Status	Meaning
open	ticket opened
atendimento	ticket being handled by support
finalized	ticket closed

In the selected ticket, you can see the main request details, such as subject, creation date, current priority, and conversation history.

How to use filters

If there are many tickets in the list, use the filters to find what you need faster.

Available filters:

• All
• Open
• In progress
• Finalized

How pagination works

Item	Detail
quantity per page	each page shows up to 20 tickets
navigation	use Previous and Next to navigate between pages

Messages and attachments

Each message can include:

• text
• attachments
• text and attachments together

Attachments appear in the conversation history as buttons. When clicked, the file opens in a new tab for download.

Response time by priority

Tickets follow the SLA below:

Priority	SLA
Critical	up to 4 business hours
High	up to 12 business hours
Low	up to 24 business hours

Most common errors

Informe o assunto do ticket

The Subject field was not filled in.

Adicione uma mensagem ou pelo menos uma imagem

The submission was sent without text and without an attachment.

Formato inválido

The uploaded file is not in an accepted format.

Tamanho máximo

The uploaded image exceeds the 2MB limit.

Best practices for better tickets

To speed up support:

tip

• use a direct subject, such as Error uploading csv on platform
• explain what happened, when it happened, and, if possible, the error message that appeared
• add clear and recent screenshots when they help with understanding
• choose the correct priority to avoid unnecessary delays or escalations