This article walks you through how to submit a support request, communicate with our support team, and follow the progress of your ticket until it’s resolved.
Tickets via Messenger
The user must access the Admin Panel of their Terrific account. The Messenger will be initialized in the lower-right corner of the screen.
When clicking on the Messenger icon, it will open and display the options “Ask a question” and “Create a ticket.”
By selecting the “Support Request” option within “Create a ticket,” the following fields will be displayed:
Title. A short summary of the issue.
Description. A detailed explanation of the problem, including relevant context.
Severity level. Used to indicate the urgency and impact of the issue. The available options are:
Low. Minimal impact.
Medium. Non-critical feature malfunction.
High. Major functionality impacted.
Critical. Total unavailability of the Terrific platform.
Phone number. If the “Critical” option is selected, this field will be displayed so the user can provide a phone number where they can be contacted immediately.
Attach evidence. Optional files, screenshots, or other evidence related to the issue.
Once the user has completed all required fields, they must click the Create ticket button. The request will be sent to the support team, and the user will receive an email notification containing the ticket number.
Additionally, the Messenger will display a summary of the request, including the ticket number and the information provided in each field.
All interactions between the Support Analyst (SA) and the user will take place through Messenger. For example, if the SA responds to the ticket requesting additional information, the message will appear in the Messages section. The user will be notified through Messenger and can reply directly within the same conversation.
To check the status of tickets, Messenger will include a section called Tickets. This section will display a list of all created tickets, showing the title, ticket number, and current status.
By clicking on a ticket, the detailed view will open, displaying the information submitted by the user in each field.
While the ticket remains open or in progress, a Continue the conversation button will be available, redirecting the user to the Messages section. Once the ticket has been completed, the ticket icon in the list will change color.
Here's a quick video of the process:
Tickets via Email
The second option to open a support ticket is via email. The user must send an email to the following address:
The email will automatically be converted into a support ticket in the system. The user will receive an automatic reply containing the ticket number and a message indicating that the request will be addressed shortly.
