Support tickets
The Support Tickets section allows users to contact 3Q Support directly from the platform and manage support requests in one place.
Support tickets can be used to report problems, ask questions, request assistance, or submit feature requests. Users can create new tickets, review existing tickets, filter tickets by status, and follow the communication history of a ticket.
The Support Tickets section is accessible through the user avatar in the top-right corner of the platform.
From the Support Tickets section, users can:
View existing support tickets
Search for tickets
Filter tickets by status
Create new support requests
Select a support category
Provide details about the topic
Review the ticket conversation
Check the current ticket status
Re-open closed tickets, if needed
Accessing Support Tickets
To open Support Tickets:
Click your avatar in the top-right corner of the platform.
Select Support Tickets.
The Support Tickets panel opens on the right side.
The panel shows existing tickets and provides options to search, filter, or create a new support ticket.
Support Tickets Overview
The Support Tickets overview displays all support tickets available to the user.
Each ticket entry can include:
Ticket title
Short description
Ticket ID
Creation date
Current status
Users can click a ticket to open the ticket details and view the communication history.
Searching Tickets
The Search Term field can be used to search existing support tickets.
This is useful when many tickets exist and users want to quickly find a specific topic, ticket ID, or previous support request.
Filtering Tickets by Status
Tickets can be filtered by status.
Available status options may include:
Open
In Progress
Waiting for Implementation
Waiting for Feedback
Closed
All Outstanding Tickets
All Tickets
Use the status filter to focus on active tickets, closed tickets, or tickets that require feedback.
Open
The ticket has been created and is waiting to be processed or answered.
In Progress
The ticket is currently being reviewed or worked on.
Waiting for Implementation
The ticket is related to a change or feature that is waiting for implementation.
Waiting for Feedback
Support is waiting for additional information or confirmation from the user.
Closed
The ticket has been closed.
All Outstanding Tickets
Shows tickets that are not yet closed.
All Tickets
Shows all tickets, including closed tickets.
Creating a Support Ticket
To create a new support ticket:
Open Support Tickets.
Click Contact Support.
Select a Category.
Select a more specific topic or area, if required.
Enter the ticket details.
Submit the support request.
After submitting the request, the ticket appears in the Support Tickets overview.
Ticket Categories
When creating a support ticket, users select a category that describes the request.
Available categories may include:
Bug
Malfunction
Support Request
Administration
Feature Request
Bug
Use this category when reporting a reproducible issue or incorrect platform behavior.
Malfunction
Use this category when a feature or workflow is not working as expected.
Support Request
Use this category for general questions or assistance with platform usage.
Administration
Use this category for administrative topics related to accounts, users, permissions, projects, or configuration.
Feature Request
Use this category to suggest a new feature or improvement.
Topic and Details
After selecting a category, users can provide more specific information about the affected area.
Depending on the selected category, available topics may include platform areas such as:
3Q Platform
Classic UI
Platform
User Management
Project Management
Group Management
Processing
The selected topic helps route the support request to the correct team or context.
In the details step, users should describe the request as clearly as possible.
Helpful information includes:
What happened
What was expected
Which project or file is affected
Steps to reproduce the issue
Error messages, if available
Relevant IDs, such as project ID, file ID, player ID, or ticket ID
Time of occurrence
Browser and operating system, if relevant
Ticket Details
When opening an existing ticket, the ticket detail view shows the full conversation.
The ticket detail view can include:
Ticket ID
Ticket title
Current status
Messages from the user
Replies from 3Q Support
Dates and times of messages
Status changes
Option to re-open the ticket, if available
This allows users to follow the full support history and review previous answers or updates.
Re-opening a Ticket
Closed tickets may provide a Re-open Ticket action.
Use this option when a closed topic is still relevant, the issue has not been resolved, or additional follow-up is required.
When re-opening a ticket, add a clear message explaining why the ticket should be continued.
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