Back to all guides
Table of Contents
Back to all guides

Support Helpdesk Manual

Create tickets and receive assistance from StaffTimer support specialists.

1. Introduction

The Support module is your direct line to the StaffTimer team. Submit bug reports, feature requests, or billing queries and track their resolution progress.

2. Ticket List

The main Support page displays a comprehensive list of all your past and current tickets. From here you can:

  • Search & Filter: Use the search bar to find tickets by their unique Ticket ID or Subject line.
  • Advanced Filters: Expand the filter panel to narrow down your tickets by Department (e.g., Billing, Technical), Priority, or Status (Open, Closed, Answered, In Progress).
  • Quick Details: The list view displays color-coded badges for Priority and Status so you can identify urgent issues at a glance.

3. Create New Ticket

To submit a new inquiry, click the Create Ticket button. You will be asked to fill out:

  • Subject: A brief summary of your issue.
  • Department: Route your ticket to the correct team (Billing & Subscriptions, Technical Support, General Inquiry, or Feature Request).
  • Priority: Indicate the urgency (Low, Medium, High, or Urgent).
  • Detailed Description: Provide a full explanation of your issue, including what you were doing when it occurred.

Tip: Be as specific as possible to help our team resolve your issue faster!

4. View & Update Tickets

Click on any Ticket ID or the Eye Icon in the list to open the detailed ticket view.

  • Communication Thread: View a chat-style history of all messages between you and the support agent.
  • Post a Reply: Use the reply box at the bottom to send follow-up information. (Note: You cannot send consecutive replies; you must wait for an admin response before replying again).
  • Ticket Details Sidebar: Check the current Status, Priority, Department, and timestamps for when the ticket was created and last updated.
  • Close Ticket: If your issue is resolved, use the Close Ticket button in the top right. Closing a ticket is permanent and prevents further replies.