Support tickets is where questions and issues are handled between your organization and the Aqlemy platform. It works like a mini-inbox: a list of tickets on the left, and when you open one a large detail panel shows the whole message exchange.
Where to find it
Sidebar → Support → Support tickets. A direct link like /admin/support-tickets?ticketId=123 opens that ticket immediately.
What you see at the top
Five clickable counter cards that take you straight to the right tab: Total, Open, In progress, Waiting on support and Resolved. A ticket card with a red pulsing badge has unread messages from support.
Tabs, status and priority
At the top you filter via tabs — Active (default, all not-yet-closed tickets), All, Open, In progress, Waiting on support, Waiting on user, Resolved and Closed. Each status has its own colour badge. Priority ranges from low to urgent; an urgent ticket shows a prominent banner at the top.
Step by step: submitting a new ticket
- Click New ticket (top right).
- Give a clear subject and describe your question or issue as concretely as possible.
- Choose a priority that matches the urgency.
- Optionally attach a file (image, video, PDF or document, up to 40 MB) — a screenshot helps support a great deal.
- Submit the ticket. It now appears in your list and support picks it up.
Step by step: following up a ticket
- Click the ticket in the list to open the detail panel.
- Read the message thread: support messages on the left, your messages on the right in a coloured bubble.
- Type your reply in the reply form and attach a file if needed (max 40 MB).
- Watch the status: once support replies, the ticket moves to Waiting on user — then it's your turn.
- When the issue is resolved, support sets the status to Resolved and a closing resolution note appears.
Searching and filtering
Use the search box to search by ticket number, subject or name. The priority dropdown narrows further; Clear filters resets everything. Refresh reloads the list.
Tips
- One topic per ticket keeps the handling clear and faster.
- Attach a screenshot right away and mention exactly what you did just before the problem — it saves back-and-forth.
- Reply to tickets in Waiting on user: while support is waiting on you, nothing moves.
Frequently asked questions
Who sees my ticket? The Aqlemy platform team, plus the administrators within your own organization. Other organizations don't see it.
What's the difference with a complaint? A support ticket is a question or technical issue toward the platform. A complaint is a formal internal report within your organization, with its own handling flow.
Am I notified when support replies? Yes — new ticket messages also appear in your notifications, and the ticket shows a red badge.
Troubleshooting
- I don't see the Support tickets page. The support feature (Support tickets) is off for your organization. Ask your lead administrator or the platform administrator to enable it.
- My attachment is rejected. Files may be up to 40 MB (image, video, PDF or document).
- I can't change the status myself. That's correct: only the platform team changes status and priority. As an organization admin you can reply and create new tickets.
- My ticket stays on "Waiting on support". It's with the platform team; if it's urgent you can add a follow-up message in the thread.
Related
- AI assistant — try the AI first for quick answers.
- Notifications — new ticket messages also appear here.