> For the complete documentation index, see [llms.txt](https://docs.3q.video/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3q.video/user-guide-new-ui/personal-area/support-tickets.md). # Support tickets The **Support Tickets** section allows users to contact 3Q Support directly from the platform and manage support requests in one place. {% hint style="info" %} If you are experiencing a critical issue that affects the availability of your service, select **Malfunction** as the ticket category. After submitting the ticket, you will receive our support phone number so you can contact us directly. {% endhint %} 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: 1. Click your avatar in the top-right corner of the platform. 2. Select **Support Tickets**. 3. 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: 1. Open **Support Tickets**. 2. Click **Contact Support**. 3. Select a **Category**. 4. Select a more specific topic or area, if required. 5. Enter the ticket details. 6. 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. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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