Support App
Raise and track support tickets directly from the platform — submit issues tied to your assets, monitor ticket progress in real time, and maintain a complete record of every support interaction.
📊 Dashboard — Status Tiles
Three summary charts appear at the top of the Support page.
Support Status Summary
A pie chart showing the current state of all support tickets.
| Segment | Color | Meaning |
|---|---|---|
| Due | 🔴 Pink/Red | Ticket assigned but not yet started |
| In-Progress | 🟠 Orange | Ticket is actively being worked on |
| Complete | 🟢 Green | Ticket has been resolved and closed |
Support Report Status Summary
A pie chart showing the outcome of all finalized tickets.
| Segment | Color | Meaning |
|---|---|---|
| Pass | 🟢 Green | Ticket was resolved successfully |
| Fail | 🔴 Pink/Red | Ticket resolution was unsuccessful |
⚠️ Non-obvious: The Support Report Status tile will appear empty if no tickets have been completed and assessed yet. This is expected — the chart populates only once resolved tickets with outcomes exist in the account.
Support Template Status Summary
A pie chart showing the availability of support ticket templates.
| Segment | Color | Meaning |
|---|---|---|
| Active | 🟢 Green | Template is available for raising a ticket |
| InActive | 🟠 Orange | Template has been deactivated and cannot be used |
📋 Support Ticket List — Tab Overview
Below the dashboard, the ticket list is divided into three tabs. The active tab is underlined in blue.
| Tab | List Title | What It Shows |
|---|---|---|
| START NEW | Support Ticket Types | All ticket type templates available to raise |
| IN-PROGRESS | Support Ticket List | All open tickets — New, In-Progress, and On Hold |
| COMPLETED | Support Ticket List | All resolved and closed tickets |
📋 START NEW Tab — Columns
| Column | Description |
|---|---|
| Title | Name of the support ticket type template |
| Support Duration | The scheduled date range for this ticket type |
| Author | The person who created this ticket type template |
| Tags | Category badge(s) indicating the ticket type or level |
| Allocated To | The asset group, system, or allocation this ticket type is scoped to |
| Completed On | Shows N/A until a ticket of this type is completed |
| Report Status | Shows N/A until a ticket of this type is assessed |
| Action | ≡↵ icon to raise a new ticket of this type |
Tag Badges (START NEW)
| Tag | Color | Meaning |
|---|---|---|
| Level 5 | ⚫ Dark gray | Ticket type categorized at level 5 |
| Test | ⚫ Dark gray | Ticket type marked as a test template |
| Allocation | ⚫ Dark gray | Ticket type scoped to a specific allocation group |
| (custom tags) | ⚫ Dark gray | Custom tags set by the ticket type author |
📋 IN-PROGRESS Tab — Columns
| Column | Description |
|---|---|
| SupportId | Unique numeric identifier for this specific ticket — displayed as a clickable blue link |
| Title | Name of the ticket type this ticket was raised from |
| Label | Unique tracking reference, prefixed SUP- (e.g., SUP-167034), or a custom label entered at creation |
| Support Duration | The date range of the ticket type template |
| Author | Creator of the ticket type |
| Tags | Category badge(s) |
| Status | Current ticket status badge |
| Assigned To | The asset group this ticket is assigned to |
| Allocated To | The specific asset or system this ticket is tied to — N/A if unassigned |
| Completed On | Date and time the ticket was completed — N/A while open |
| Report Status | Shows N/A until the ticket is finalized and assessed |
Ticket Status Badges — IN-PROGRESS
| Status | Color | Meaning |
|---|---|---|
| ✓ New | ⚫ Dark gray | Ticket has been raised but work has not yet begun |
| ✓ In Progress | 🟠 Orange | Ticket is actively being worked on |
| ✓ On Hold | ⚫ Dark gray | Ticket has been paused — awaiting information or action |
⚠️ Non-obvious: The IN-PROGRESS tab shows tickets across all open states — New, In Progress, and On Hold. A ticket with a New status has been raised but not yet picked up. It will remain in this tab until it is completed and moves to the COMPLETED tab.
⚠️ Non-obvious: The SupportId is a clickable blue link. Clicking it opens the full ticket detail view where you can see all the task items, responses, and current status for that specific ticket.
⚠️ Non-obvious: The Label field can be either the auto-generated SUP- number or a custom text label entered when the ticket was raised. Both are valid tracking references.
📋 COMPLETED Tab — Columns
| Column | Description |
|---|---|
| SupportId | Unique numeric identifier — clickable blue link to the full ticket detail |
| Title | Ticket type name |
| Label | SUP- prefixed reference or custom label |
| Support Duration | Date range of the original ticket type |
| Author | Ticket type creator |
| Tags | Category badge(s) |
| Status | Final ticket status |
| Assigned To | Asset group the ticket was assigned to |
| Allocated To | Specific asset or system tied to the ticket |
| Completed On | Date and time the ticket was resolved |
| Report Status | Final outcome — Pass, Fail, or N/A |
| Action | View or download the completed ticket report |
⚙️ Raise Ticket Dialog
Clicking the action icon (≡↵) on a ticket type in the START NEW tab opens the Raise Ticket dialog.
| Field | Description |
|---|---|
| Confirmation message | Confirms the ticket type name and today's start date |
| Label | Auto-generated SUP- reference number for this ticket — the unique tracking ID |
| Assets | Dropdown to select the specific asset this ticket is being raised against |
| CANCEL | Closes the dialog without raising the ticket |
| START | Confirms and raises the ticket |
⚠️ Non-obvious: The SUP- label is auto-generated when the dialog opens and cannot be changed manually. However, you may also provide a custom descriptive label (e.g., "Add Part Request") in place of the auto-generated number — both will appear in the Label column of the IN-PROGRESS tab.
⚠️ Non-obvious: Once a ticket is raised, the template for that ticket is frozen. If the ticket type template is updated by an administrator after you have raised a ticket, your open ticket will continue with the original template content.
🧩 Creating a Support Ticket Template
Administrators can create and manage support ticket templates using the four-step template wizard. Templates define the structure, tasks, and assignments for any ticket type raised from the Support app.
To create a new template, navigate to the template management area and click + Add.
Step 1 — Details
Define the basic information for the template.
| Field | Description |
|---|---|
| Title | The name of the support ticket type |
| Description | A summary of what this ticket type is for |
| Reference Id | An optional internal reference code |
| Type | The category or classification of this template |
| Tags | Labels to help users find this ticket type |
| Status | Active (available to users) or Inactive (hidden from START NEW) |
| Author | The person responsible for this template |
| From / To Dates | The date range during which this ticket type is available |
Buttons: CANCEL · SKIP · SAVE
Step 2 — Add Tasks
Build the task structure for this ticket type using one of three methods:
TEMPLATE tab — Upload a pre-built task file to populate the template automatically.
RICH MEDIA FORM tab — Build the task structure directly in the platform using a hierarchy of Groups, Tasks, and Sub-Tasks.
- Groups are top-level sections that organize related tasks.
- Tasks sit within groups and can be marked as Repeatable — meaning the technician can complete them multiple times within one ticket (e.g., for recurring checks).
- Sub-Tasks are the individual input items within each task. Each sub-task has:
- Label — a descriptive name for the input
- Type — the kind of input required (text, checkbox, image upload, rating, and more)
- Mandatory checkbox — if checked, the sub-task must be completed before the ticket can be submitted
PDF FORM tab — Upload a PDF form. Optionally configure default field values that are pre-filled when the ticket is opened.
Buttons: BACK · SKIP · SAVE
Step 3 — Assignments
Specify which users should be assigned to tickets raised from this template.
The Assignments step uses a two-panel transfer list:
| Panel | Description |
|---|---|
| Choices (left) | All users available in the account |
| Chosen (right) | Users selected to be assigned to this ticket type |
Use the → arrow to move users into the Chosen list. Use ← to move them back.
⚠️ Non-obvious: The Assignments step is only active when the template's assignment type is set to "all" and the template Status is Active. If the step appears greyed out, check these two settings in Step 1.
Buttons: BACK · SKIP · SAVE
Step 4 — Allocation
Define which assets, systems, or other entities this ticket type should be accessible for.
| Field | Description |
|---|---|
| Allocation Type | Choose from: Assets, Systems, Users, Asset Models, or Model Families |
| Choices (left) | All available entities of the selected type |
| Chosen (right) | Entities for which this ticket type will be accessible |
Move entities from Choices to Chosen using the transfer list arrows. Only users or assets in the Chosen list will be able to see and raise this ticket type.
Buttons: BACK · FINISH
✅ Result: The template is saved and immediately visible in the START NEW tab for any allocated users or assets — provided the Status is set to Active.
🔄 Workflows
Workflow 1: Raise a New Support Ticket
- Open the Support app from the sidebar.
- The START NEW tab is active by default — browse the Support Ticket Types list.
- Find the ticket type that matches your issue using the Title, Tags, or Allocated To columns.
- Click the ≡↵ action icon on that row.
- In the Raise Ticket dialog, confirm the auto-generated SUP- label.
- Select the relevant Asset from the dropdown.
- Click START.
✅ Result: The ticket is raised with a unique SUP- reference, assigned a New status, and appears immediately in the IN-PROGRESS tab. A notification is sent to the support team.
Workflow 2: Check the Status of an Open Ticket
- Open the Support app from the sidebar.
- Click the IN-PROGRESS tab.
- Locate your ticket by Title, Label (SUP- number), or Allocated To asset.
- Check the Status column — New, In Progress, or On Hold.
- Click the blue SupportId link to open the full ticket detail view for more information.
✅ Result: The current status of your ticket is visible at a glance, and clicking the SupportId gives you full detail on the ticket's task items and any recorded responses.
Workflow 3: Review a Completed Ticket
- Open the Support app from the sidebar.
- Click the COMPLETED tab.
- Locate the ticket by Title, Label, or Completed On date.
- Check the Report Status column for the outcome.
- Click the SupportId blue link or the Action icon to open the full ticket report.
- Click DOWNLOAD PDF to save a copy if needed.
✅ Result: The full record of the resolved ticket is available, including all task responses, timestamps, and the final pass/fail outcome — suitable for audit or recordkeeping.
Workflow 4: Export Your Full Ticket History
- Open the Support app from the sidebar.
- Click the IN-PROGRESS or COMPLETED tab depending on which records you need.
- Click the Request Data button in the toolbar.
- Follow the export prompt to download your ticket history.
✅ Result: Your complete ticket history is exported with all labels, dates, statuses, and outcomes.
✅ Best Practices
- Use the SupportId link to track ticket detail. The SupportId in the IN-PROGRESS tab is clickable and opens the full task-level detail for that ticket. Use this to confirm exactly what information has been logged and what is still outstanding — particularly for tickets in On Hold status.
- Select the correct asset when raising a ticket. The Assets dropdown in the Raise Ticket dialog determines which asset this ticket is tied to. Confirm the asset before clicking START.
- Use the Label field for descriptive ticket identification. If your team raises multiple tickets of the same type, the auto-generated SUP- numbers can be hard to distinguish at a glance. Entering a clear descriptive label (e.g., "Boiler Pressure Issue Unit 3") makes tickets easier to identify in the IN-PROGRESS list.
- Monitor the On Hold status proactively. Tickets with On Hold status are waiting for input or action — they will not progress automatically. Check the IN-PROGRESS tab regularly and filter by On Hold to ensure no tickets are stalled without follow-up.
- Check the Support Template Status tile before expecting a ticket type to appear. If a ticket type you need is not showing in the START NEW tab, check the Support Template Status tile on the dashboard. An InActive template will not appear as an available ticket type even if it was previously in use.
💡 Tips & Shortcuts
| Tip | How |
|---|---|
| Find a specific open ticket quickly | Go to IN-PROGRESS and search by the SUP- label number or ticket Title |
| See full ticket task details | Click the blue SupportId link on any row in the IN-PROGRESS or COMPLETED tab |
| Identify stalled tickets | Filter the IN-PROGRESS tab Status column by On Hold |
| Confirm which asset a ticket is against | Check the Allocated To column in the IN-PROGRESS tab |
| Download a resolved ticket report | Click the Action icon from the COMPLETED tab and use DOWNLOAD PDF |
| Export all open tickets | Use Request Data from the IN-PROGRESS tab toolbar |