User Support

Please note that this document will be updated periodically.

Manage User Support

The Support tab is where you create, view, update, and close support tickets, plus review the historical Data Log of resolved tickets.

Support Tickets

How to access User Support

Click on the person icon on the top right, select View Profile from the dropdown, and click on the Support tab.

Manage Tickets — shows your active tickets with the following columns:

1. # (Ticket Number)
2. Message
3. Description
4. Created Date
5. Module
6. Category
7. Status
8. Priority
9. Days Open
10. Action

Data Log — shows your closed / historical tickets with the following columns:

1. # (Ticket Number)
2. Logging ID
3. Date
4. Module
5. Category
6. Description
7. Action

How to create a new ticket

Click on Create Ticket and fill in the requested info in the pop-up:

1. Your email address
2. Telegram
3. Error Code ID
4. Description
5. Cryptool Module or Service
6. Ticket Category
7. Public Wallet or Transaction Hash
8. Wallet Provider
9. Device
10. Attachments

Click Save and your newly created ticket will show up in the Manage Tickets table.

How to view a ticket

In either table, click the icon in the Desc column for the ticket you want to view. The ticket details pop-up shows:

1. Submitter Name
2. Submitter Email
3. Submitter Telegram
4. Ticket ID
5. Error Code ID
6. Ticket Category
7. Module
8. Wallet Address / Transaction Hash
9. Wallet Provider
10. Device
11. Assigned To
12. Description
13. Attachments

How to update a ticket

In the Manage Tickets table, click the three dots in the rightmost Action column for the ticket you want to update and select Update Ticket. Update the info in the pop-up and click Save.

How to close a ticket

In the Manage Tickets table, click the three dots in the rightmost Action column for the ticket and select Close Ticket.

Logging Events

How to view a logging event

In the Data Log table, click the three dots in the rightmost Action column for the ticket and select View Logging Event. A pop-up will show all the information on the corresponding ticket.

How to clear Data Log history

Click the Clear History button on the top right of the Data Log table, then click Confirm in the "Remove data log history" pop-up.

How to delete a specific log event

In the Data Log table, click the three dots in the rightmost Action column for the ticket and select Delete Log Event.