Tickets System
Last Updated: 27/11/2025
What Are Tickets?
Tickets are your support hub - a direct communication channel with the support team and administrators. Report issues, ask questions, and receive professional help all within the application. Each ticket maintains complete conversation history, attachments, and assignment tracking.
Quick Start: 3 Steps
1. GO TO TICKETS
↓ Hamburger menu (☰) → Tickets
↓ Or from an Order page → Support icon (💬)
2. CREATE NEW TICKET
↓ Click "New Ticket" button
↓ Fill: Title, Description, Attachments (optional)
3. COMMUNICATE
↓ Send messages to support team
↓ Attach files, images, screenshots
↓ Get email notifications for updates
Where to Access Tickets
| Location | How to Access | Best For |
|---|---|---|
| Tickets Dashboard | Hamburger (☰) → Tickets | View all your tickets, search, filter |
| Order Page | My Orders → Action (⋯) → Tickets | Issues related to specific orders |
| Frame Validation | Frame Validation section | Auto-created when you decline variants |
Ticket Lifecycle
OPEN → ACTIVE SUPPORT → CLOSED
│ │ │
├─ You create ├─ Messages ├─ Issue resolved
├─ Info submitted ├─ Attachments ├─ Full history kept
├─ Team assigned ├─ Updates └─ Can reopen if needed
└─ Email notify └─ Notifications
Ticket Types Available
| Type | When to Use |
|---|---|
| General | General questions or issues |
| ARShades Library | Questions about 3D models or assets |
| My Catalogues | Catalogue, product, or publishing issues |
| Frame Validation | Frame quality concerns or validation issues |
| Analytics | Questions about reports or data |
| Subscriptions | Billing, licensing, or subscription issues |
| Profile | Account settings, password, profile info |
| Teams | Team management or member access issues |
| Brand Identity | Brand settings, logos, or branding questions |
How to Create a Ticket
Method 1: From Tickets Dashboard
- Click hamburger menu (☰) → Select Tickets
- Click "New Ticket" button
- Fill in:
- Type: Select category (e.g., "General")
- Title: Brief issue summary (e.g., "Images not uploading")
- Description: Detailed explanation with context
- Attachments: Optional - Add screenshots (max 1 file, 10MB)
- Click "Create Ticket"
Method 2: From an Order
- Go to My Orders
- Find your order
- Click action button (⋯) → Select "Tickets"
- Modal opens with order-linked tickets
- Click "New Ticket" → Link created automatically
- Fill form and submit
Writing an Effective Ticket
Include:
- ✅ What happened - Clear problem description
- ✅ When it happened - Date/time if relevant
- ✅ Steps to reproduce - How to recreate the issue
- ✅ Screenshots - Visual proof
- ✅ What you expected - Desired outcome
Bad Example: "Something is broken"
Good Example: "When I try to upload product images (JPG, 2MB), system returns 'Payload Too Large' error. Tried compressing to 1MB, clearing cache, still fails. Started today at 2:30pm."
Key Features
Messaging
- Send/receive messages with timestamps
- Full conversation history visible
- Professional communication for issue resolution
File Attachments
- Supported: JPG, PNG, GIF, WebP, PDF, DOC, DOCX, XLS, XLSX
- Max size: 10MB per file
- Max per message: 1 file
- Methods: Click button or drag & drop
Smart Assignment
- Tickets auto-assigned to available staff
- Manual reassignment by admins
- Team notified of assignments
- Transparent tracking
Status & Notifications
- Statuses: Open, In Progress, Closed
- Notifications: Email alerts for updates
- Search/Filter: By status, date, keywords, order number
- History: All communications preserved
Communication Best Practices
Do:
✅ Be specific and detailed
✅ Include screenshots or files
✅ Respond within 24 hours
✅ Use professional language
✅ Provide context (order number, dates)
Don't:
❌ Create duplicate tickets
❌ Use ALL CAPS
❌ Share passwords or sensitive data
❌ Attach very large files (compress first)
❌ Send multiple follow-ups immediately
Tickets in Orders
Why Link to Orders?
- ✅ Support team has immediate order context
- ✅ All order details pre-filled
- ✅ Easy to track related communications
- ✅ Prevents duplicate issues
Accessing Order Tickets
- Go to My Orders
- Find your order
- Click action button (⋯) → "Tickets"
- Modal shows all related tickets
- Click ticket to open or create new
Common Order Issues
Delivery Problem:
Title: "Order #A-2025-001234 - Wrong items received"
Include: What was ordered vs. what arrived
Quality Issue:
Title: "Order #B-2025-005678 - Color mismatch on frames"
Include: Photos comparing expected vs. received
Tracking/Status:
Title: "Order #C-2025-009012 - Where is my order?"
Include: Last tracking info you have
Customization:
Title: "Order #D-2025-003456 - Confirm custom details"
Include: What needs confirmation
Frame Validation Tickets
Automatic Creation
When you decline a variant during frame validation:
- Ticket created automatically
- Support team notified
- You can add messages and photos
Manual Creation
- Go to Tickets → New Ticket
- Select type: "Frame Validation"
- Add title (e.g., "Color mismatch on batch #12345")
- Describe issue clearly
- Attach photos showing problem
Effective Frame Validation Tickets
| Issue Type | What to Include |
|---|---|
| Color Issue | Photo next to reference sample |
| Damage/Defect | Close-up photo of problem area |
| Dimension Issue | Photo with measuring tool visible |
| Finish Issue | Close-up photo of surface quality |
Example:
Title: "Frame Validation - Color incorrect on batch #12345"
Description:
Expected: Matte Black
Received: Glossy Dark Grey
Batch: All 25 frames affected
Issue: Finish is different (glossy vs. matte)
Attachment: color-comparison.jpg
Reopening Closed Tickets
If your issue persists after closing:
- Find closed ticket in Tickets Dashboard
- Click to open it
- Add a new message explaining what's still wrong
- Ticket reopens automatically
- Support team continues working
Ticket Status Tracking
Throughout Order Lifecycle
| Order Stage | Typical Ticket Uses |
|---|---|
| Order Placed | Confirmation, customization questions |
| Processing | Design reviews, spec details |
| Shipped | Tracking questions, ETA |
| Delivered | Quality issues, damage reports |
| Completed | Follow-ups, reorder help |
Notifications
Email Notifications Sent For:
- ✅ Support team replies to your ticket
- ✅ Ticket status changes
- ✅ New files attached
- ✅ Ticket assigned to someone
- ✅ Your ticket is closed
Managing Preferences
- Go to Profile
- Select Notifications tab
- Toggle Ticket Notifications on/off
- Save changes
Common Questions
Q: How long for a response?
A: Initial response within one business day
Q: Can I edit my ticket?
A: Title/description cannot be edited. Add messages instead.
Q: Can I delete a ticket?
A: No, tickets are preserved for records
Q: Can I close my own ticket?
A: No, only support team closes tickets
Q: Maximum file size?
A: 10MB per file, 1 file per message
Q: What formats are supported?
A: Images (JPG, PNG, GIF, WebP), Documents (PDF, DOC, DOCX, XLS, XLSX)
Pro Tips
For Fast Resolution:
- Be thorough upfront - Include all details in first message
- Respond quickly - Support asks questions? Answer within hours
- Attach visuals - Photos/screenshots resolve issues faster
- Use order tickets - Pre-filled context saves time
- Check existing tickets - Issue might already be resolved
Organization:
- Keep order numbers handy
- Note ticket numbers when discussing
- Follow up regularly on open tickets
- Close resolved tickets promptly
Examples & Workflows
Workflow 1: Pre-Production Question
Day 1: Create ticket "Need design adjustment before production"
Day 1: Support replies with solution
Day 1: You confirm fix works
Day 2: Production begins with correct design
Status: CLOSED (solved before production)
Workflow 2: Delivery Problem
Day 7: Order arrives with wrong items
Day 7: Create ticket with photos of wrong items
Day 8: Support approves replacement
Day 8: New replacement order created
Day 12: Replacement arrives correctly
Status: CLOSED
Workflow 3: Frame Validation Issue
Day 3: Decline variant during frame validation
Day 3: Automatic ticket created (Frame Validation type)
Day 3: Add message with detailed photos of issue
Day 4: Support replies with options
Day 4: You select replacement option
Day 8: New frames arrive - issue resolved
Status: CLOSED