Support tickets

If something is wrong with the app, open a ticket instead of phoning. It stays written down, it has a number, and the answer comes back in the same place.

Opening a ticket

1. Go to Support, press Support tickets, then Open a ticket.
2. Pick the category, write a subject and describe the problem.
3. You immediately get a ticket number, shaped like TIC-2026-00042, and a confirmation.

We notify you every time we reply, and the conversation continues on the same ticket. Your tickets are listed with their subject, number, category and status, and you can search that list by subject or by number.

The categories

Shops choose between Accounting, Bookings, Repairs, Notifications, SMS and Something else. Car owners see Bookings, Repairs, Notifications and Something else, because invoices and SMS allowances are shop concerns. Something else exists for both: without it, a problem that fits nowhere ends up filed at random.

The conversation

The description you opened the ticket with is the first message in the conversation, so the request and the replies sit together. Messages appear in the order they were written, oldest at the top, and our replies sit on the opposite side from yours.

You can attach a photo to a message, which often says more than a description.

What the states mean

State	What it means
New	You opened it, we have not looked yet
In progress	We are working on it
Answered	We replied and are waiting
Closed	Done

Closing a ticket

Press Close in the ticket's conversation. We can close it too, once we have answered.

Writing a new message on a closed ticket reopens it and puts it back with us, so you never need to open a second ticket for the same problem.

What each app shows you

A ticket belongs to the app it was opened from. If you use both the client app and the employee app with the same account, each one shows only the tickets opened from it: the ones you filed as a shop do not appear among your personal ones.

A ticket opened from the employee app belongs to the company, so its admin and managers can see it. A ticket opened from the client app is yours alone.

If you cannot sign in

Tickets need an account. The Support page opens without signing in: if you press Support tickets while signed out, we take you to sign-in first, then back to your ticket list.

If you cannot sign in at all (a forgotten password, a failed registration, or a suspended account), the Support page carries an email address you can write to.

TIP

Ticket notifications cannot be muted. Otherwise you would open a ticket, we would answer, and you would never find out.