Every request you submit falls into one of four categories. Choosing the right one ensures your ticket reaches the right team from the start โ no detours, no delays.
Video tutorial
The four ticket categories
You have a question about how something works, or need guidance on how to accomplish a task in the system. No malfunction โ just information or a walkthrough you need from our team.
A routine, system-level task that needs to be carried out on your behalf โ not a malfunction, just something that requires action from our team. These requests are handled by our Support and Cloud Operations teams.
Something in the system isn't working the way it should. Use this type when you've encountered an unexpected error, a malfunction, or behaviour that differs from what the product is supposed to do.
Have an idea that would make the product work better for your team? Use this type to submit feature requests and enhancement suggestions. These are reviewed and considered as part of the ongoing product development process.
When in doubt, go with the category that feels closest and add a brief explanation in the description. Our team will re-categorise if needed โ and it won't slow things down. You can also check the FAQ or follow the submission guide for more help.