Our SmartAI Tickets system allows users like you to raise support requests easily and track their status — separate from the live chat. Below is everything you need to know as a user to access and use the Tickets system.

🔧 Accessing the Tickets Area

You can submit and view your tickets through a dedicated interface.

🖥️ If you’re on our website:

The ticket interface will be displayed automatically on the support page. You’ll see a dedicated panel where you can:

• Create a new ticket
• View previous tickets
• Track replies and updates

✍️ Submitting a New Ticket

When submitting a new support ticket, you’ll be asked to fill in the following fields:

• Title – A brief subject for your issue.
• Message – Describe your question or problem in detail.
• Departments (if enabled) – Select the relevant support category (e.g., Billing, Technical Support).
• Priority (if enabled) – Indicate urgency (Low, Medium, High).
• Custom Fields (if present) – Additional information we may need to help you better.

📌 Some fields may be optional or disabled depending on our current setup.

👥 User Registration

Depending on our settings:

• You may need to register or log in to submit or track tickets.
• We may allow ticket creation without requiring a password.
• If registration is required, and you’re not logged in, you will be redirected to the login or registration form.

✉️ Email Notifications

You’ll get an email notification:

• When a new conversation (ticket) is created.
• When you receive a response from our team.

✅ The emails include direct links to view and reply to your ticket.

🛠️ Ticket Panel Behavior (What You’ll See)

• Panel Height & Offset – The panel adjusts automatically to fit your screen.
• Article Display – You might see helpful articles suggested on the right side while using the ticket panel.
• Archived Tickets – Older closed tickets may be hidden for clarity.
• Name as Title – You may see your name as the ticket title in the ticket list.

🗃️ Optional Customization You May Notice

Our support team may:

• Pre-set a default department (e.g., Support or Billing).
• Customize field names like “Title” or “Message.”
• Disable profile editing or hide certain panels for a cleaner layout.
• Set a welcome message when you open your first ticket.

✅ reCAPTCHA Protection

To avoid spam or abuse, our ticket system may use Google reCAPTCHA — a simple “I’m not a robot” check — before submitting the form.

💬 Submitting Replies

You can respond to replies in the ticket using:

• The ENTER key (if this feature is enabled).
• The message box in the ticket panel.

🔐 Privacy

Your ticket messages and attachments are visible only to you and our support team.

💡 Tips

• To avoid delays, fill in all required fields accurately.
• You can always revisit your ticket panel to check for updates.
• For quick answers, refer to the Help Articles shown on the side.