Ticket Console Guide

This page provides a complete guide to using the Ticket section of the Namirasoft Support Console. It explains what tickets are, why they matter, and how each field and option works when creating or managing your support requests. Use this guide to understand the purpose of every element and interact confidently with the Namirasoft Support Console.

What Is a Ticket?

A ticket is a formal support request submitted through the Namirasoft Support Console. Each ticket records the communication between you and the Namirasoft support team regarding a specific issue or inquiry. Tickets serve as the central tracking mechanism for resolving questions, reporting problems, or following up on technical and account-related matters.

 

Why Tickets Matter

Tickets ensure every support interaction is organized, traceable, and handled according to your active plan’s response time. By categorizing your issue, describing it clearly, and attaching relevant files, you help the support team diagnose and resolve matters more efficiently. Each ticket keeps a complete communication history, so you can always return to review past discussions, responses, or resolutions.

 

How Namirasoft Support Handles Tickets

When a ticket is created, it is automatically assigned a unique identifier and placed in the appropriate queue based on its category and priority. The response time depends on your support plan, ensuring fairness and predictability for all users. Updates are sent directly within the console and, when applicable, via email notifications so you can track progress without missing critical updates.

 

Overview of Ticket Fields and Terms

The following sections describe each field and status you’ll encounter when creating, viewing, or managing tickets. Understanding these terms helps you provide accurate information and interpret support responses clearly..

• ID (String):The ID is a unique identifier assigned automatically to each ticket. It allows both the user and the support team to reference and track the ticket efficiently throughout its lifecycle.

• User ID (string): The user ID identifies the account that created the ticket. This ensures that all communications and updates are properly linked to the correct user and account.

• Title (string): The title represents the main heading of the ticket. It summarizes the issue or request in a concise manner, allowing both the user and the support team to quickly identify the purpose of the ticket. Clear titles contribute to faster routing and resolution.

• Ticket (string): The title represents the main heading of the ticket. It summarizes the issue or request in a concise manner, allowing both the user and the support team to quickly identify the purpose of the ticket. Clear titles contribute to faster routing and resolution.

• Product (String): The product indicates the Namirasoft application or service that the ticket concerns. Selecting the correct product ensures that the support team can address the request efficiently and assign it to the appropriate team members.

• Resource ID (String): The resource ID provides an optional reference to a specific resource, workspace, or project related to the ticket. Including this information helps the support team identify the exact element involved, though it is not required for submission.

• Category (String): The category classifies the ticket according to the type of issue or request. Examples include Technical Issue, Messaging and Notifications, or Other Reasons. Proper categorization assists in prioritizing tickets and routing them to the correct support personnel.

• Priority (String): The priority indicates the level of urgency for the ticket, such as Low, Medium, High or Urgent. The support team may use this information, together with the user’s active support plan, to determine expected response times and manage tickets effectively.

• Description (String): The description contains a detailed explanation of the issue or request. It should include all relevant information and context that can assist the support team in understanding the situation. Attaching files or supporting documents is recommended when necessary.

• Message (String): The description contains a detailed explanation of the issue or request. It should include all relevant information and context that can assist the support team in understanding the situation. Attaching files or supporting documents is recommended when necessary.

• Status (String): The status indicates the current stage of the ticket, such as Open, or Resolved. Users can monitor the progress of their requests and understand whether the ticket is awaiting action, being addressed, or has been resolved.

• Assignee (String): The assignee displays the support team member responsible for handling the ticket. This field is automatically assigned and cannot be modified by the user. Knowing the assignee allows users to follow up if needed.

• Created At (DateTime): This shows when the ticket was created. The timestamps provide a clear record of ticket activity and help users track the timeline of responses and resolutions.

• Updated At (DateTime): This shows the last time the ticket was updated. The timestamps provide a clear record of ticket activity and help users track the timeline of responses and resolutions.