Although we do our best to keep everything working and bug-free in Teamflect, there can be some issues from time to time.
Step-by-Step: How to Create a Support Ticket
1. Click the Support Bubble
You can create a ticket to help us solve the issues you are facing as fast as possible. To create a ticket, click the "Help beacon" located at the bottom right of the screen.
2. Explore Your Options
You will see three options:
"Contact Support" to send a message to our support team
Book a Call with your Customer Success Manager
"Help us improve the product" to suggest a feature
First, check out our articles by clicking "Search for help" to see if you can find the solution to your problem in this section.
3. Submitting a Bug Report or Asking a Question
If you've tried these steps but are still running into problems, click on the "Contact Support" button to chat with our team or create a ticket.
4. Select the Relevant Option
In the pop-up window, you'll see:
I want to submit a bug report – If you're facing a technical issue.
I have another question – For general inquiries or support needs.
5. Describe Your Issue
After selecting an option, fill out the form with as much detail as possible about the issue you’re experiencing. This helps our team assist you more efficiently.
If you are trying to submit a bug report, you would be asked to provide more information such as issue summary as well as relevant screenshots:
6. Locating Your Tickets Post-Submission
After submitting your message, you can locate the conversation in the "Messages" or "Tickets" section by clicking on the "help beacon/bubble" again.
7. Checking the progress of the ticket you submitted:
If you want to check the status of the ticket you submitted, you can click on Messages:
There should be a Support Ticket icon at the top of the messages, you can click on this to see that status of your ticket:
Alternatively, you can click on your Tickets and find the list of tickets you have submitted with the corresponding status:
🎯 Ticket Statuses and What They Mean
Status | Description |
Submitted | Your ticket has been received but not yet reviewed by our Support team. |
Submitted to DevOps | The issue/request has been validated by Support and requires action from our Engineering team. |
In Progress | Support is actively investigating your ticket. |
Awaiting Technical Review | Support is awaiting further assessment by our Product or Engineering team. |
Planned for a Future Update | The Product team has acknowledged the request and once the update is released, we’ll reopen the ticket and notify you. |
Waiting on Customer | We need additional information from you to proceed. |
Resolved, Pending Confirmation | A fix or answer has been provided; we’re waiting for your confirmation. |
Resolved | The bug has been fixed or the inquiry fully addressed. |
Current System Limitation | The behavior is as designed, and no changes are currently planned. |
⏱ Response Time:
Our usual reply time is within a few hours on weekdays.