English
Support tickets
If something is wrong with the app, or you have a question about your invoice, 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
- Go to Support, press Support tickets, then Open a ticket.
- Pick the category, write a subject and describe the problem.
- You immediately get a ticket number, shaped like TIC-2026-00042, and a confirmation.
A shop's categories are Accounting, Bookings, Repairs, Notifications, SMS and Something else. Something else is for anything that fits none of the others: without it a problem ends up filed at random, and sorting our work is the only thing the category is for.
Who sees the company's tickets
A ticket opened from the employee app belongs to the company, so its admin and its managers can see it, not only the person who opened it. A mechanic sees only the tickets they opened themselves.
If you use the same account in the client app too, the tickets are separate: the ones you filed as a shop do not appear among your personal ones, and the other way round.
The conversation
The description you opened the ticket with is the first message in the conversation, so the request and the replies sit together. You can attach a photo, which often says more than a description, an error on screen for instance.
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.
If you cannot sign in
Tickets need an account. The Support page opens without signing in, and it carries an email address for the cases where you cannot sign in at all: a forgotten password, a failed registration, or an account suspended for non-payment.
TIP
Ticket notifications cannot be muted. Otherwise you would open a ticket, we would answer, and you would never find out.