Tickets
Last Updated: 15/09/2026
A ticket is a conversation with the ARShades team that lives inside Studio. You open it, you write, the team answers, and the whole exchange — messages and attachments — stays on the ticket. Unlike the support form, a ticket is something you can come back to.
Where Tickets Open From
| From | How | What it means for the ticket |
|---|---|---|
| The header | The question mark icon at the top right, then Tickets. | A general ticket. You choose its type yourself. |
| An order | The Actions menu of a row in the Orders table, then New Ticket. | The ticket is attached to that order, and its type is set automatically. |
| Frame Validation | Automatically, when you decline a variant. | A Frame Validation ticket, opened with the reason you gave. |
The list shows the tickets you opened and the ones you are part of. When there are none, it reads No tickets found.
Opening a Ticket
New Ticket opens Create New Ticket:
| Field | Required | Notes |
|---|---|---|
| Ticket Type | Yes | Only when you open the ticket from the header. From an order the type is already decided. |
| Object | Yes | The subject line, up to 100 characters, with a counter. |
| Message | Yes | Your first message, up to 1000 characters, with a counter. |
| Attachments | No | Optional files. |
If either Object or Message is empty, the dialog asks you to fill in both before it will create the ticket.
Ticket types
From the header you pick one of nine, matching the area of Studio your request is about:
General, ARShades Library, My Catalogues, Frame Validation, Analytics, Subscriptions, Profile, Teams, Brand Identity.
Pick the closest one: it decides who inside ARShades is notified.
Attachments
Images (JPG, PNG, GIF, WebP, SVG) and documents (PDF, Word, Excel, PowerPoint, TXT, CSV) are accepted, up to 10 MB per file. Anything else is refused with a message saying which formats are allowed, and a file over the limit with one saying it must be smaller than 10 MB.
Following a Ticket
Pick a ticket from the list on the left and its conversation opens on the right, newest message at the bottom. Timestamps are short on purpose: a message from today shows only the time, an older one shows its date.
Write in the box at the bottom and send. You can attach files to a reply the same way you attach them to the first message; a reply with neither text nor attachment is refused.
New messages are notified — see Notifications.
Status and Priority
| Field | Values | Who sets it |
|---|---|---|
| Status | Open, Closed | ARShades. A new ticket starts as Open. |
| Priority | Low, Medium, High | ARShades. A new ticket starts at Medium. |
| Assigned to | A member of the ARShades team | ARShades. A new ticket starts unassigned, and the request is notified to the whole team. |
There is no queue for you to manage: you open the ticket and write, the team handles the rest and you see the result on the ticket.
Tickets or the Support Form?
Both are in the same menu, and they are not the same thing.
| Tickets | Help | |
|---|---|---|
| What it is | A conversation inside Studio | A one-way request form |
| History | Kept, and you can reply to it | None: the answer arrives by other means |
| Attachments | Images and documents, 10 MB each | Images only, at most 5, 10 MB each |
| Best for | Anything you expect to go back and forth on | A quick question, a bug report |
The support form states the commitment on screen: an answer within 24 hours.