Support
Submit support tickets, report bugs, and request features from the support page in settings.
Support
The Support page lets you view and manage your support tickets directly from Trochai. Access this section from Settings > Support or from the user menu in the sidebar under Help > Report Bug or Feature Request.
Ticket list
The page shows a table with all tickets from your organization. Each ticket includes:
| Column | Description |
|---|---|
| Subject | Ticket title |
| Type | Bug, Feature, or Support |
| Status | Current ticket status |
| Created | Creation date |
| Updated | Last update |
Filter by status
Use the tabs at the top to filter tickets by status:
| Status | Description |
|---|---|
| All | All tickets unfiltered |
| Open | New tickets that haven't been addressed yet |
| In progress | Tickets being worked on by the support team |
| Waiting on customer | The support team needs more information from you |
| Resolved | Tickets that have been completed |
Creating a ticket
You can create a ticket in two ways:
- From the user menu: In the sidebar, open the user menu and select Help. Choose Report Bug or Feature Request.
- From the support page: Navigate to Settings > Support.
Ticket types
| Type | When to use |
|---|---|
| Bug | Something is not working as expected |
| Feature | You want to request a new feature |
| Support | You need general help or have a question |
Ticket details
Click View Details on any ticket to open a side panel with complete information:
- Subject and type/status badges
- Creation date and last update
- Original description of the ticket
- Conversation thread with all replies from the support team and from you
Replying to a ticket
From inside the detail panel you can hold a chat-style conversation with the support team. Support team replies appear on the left and your replies on the right.
- Open the ticket by clicking View Details.
- Scroll down to the Conversation section.
- Type your message in the text field and press Reply.
- Your reply is added to the thread immediately and notifies the support team.
You can reply to tickets in any status except Resolved. Once a ticket is resolved, the reply box is hidden. If you need to reopen the case, create a new ticket referencing the previous one.
Tickets waiting on your reply
When the support team marks a ticket as Waiting on customer, you'll see a highlighted notice inside the panel telling you they're waiting on your response. Reply from the same panel and the ticket will move back to In progress automatically.
Tickets left without your reply for a long period may be closed automatically. If you see a ticket in Waiting on customer status, reply as soon as possible so you don't lose the case context.
Response times (SLA)
Response time depends on your plan:
| Plan | Response SLA |
|---|---|
| Solo | 48 hours |
| Pro | 24 hours |
| Enterprise | 12 hours |
| Custom | Priority (dedicated rep) |
SLA times refer to the maximum time for the first response from the support team. Resolution times may vary depending on case complexity.
Direct contact
For urgent matters outside the ticket system, you can email support@trochai.com.