Open a ticket

Open Support and complete all required fields. The Submit Ticket button becomes available when you provide a subject, ticket type, priority, and details.

  1. Enter a short Subject that identifies the issue, such as the facility, project, or action involved.
  2. Select the Type that best matches the request: Processing Failure, Quality Issue, User Interface Issue, Access Issue, Feature Request, or General Question.
  3. Select Low, Normal, or High priority. Use High when active work is blocked or the impact is urgent; explain the operational impact in the details.
  4. Write the Details. State what you expected, what happened instead, the steps that lead to the result, and the affected workspace, project, facility, file, or viewer when known.
  5. Optionally select Upload Screenshot(s). Supported image formats are PNG, JPG, WEBP, GIF, and BMP.
  6. Select Submit Ticket.

For a processing issue, include the file or facility name, the processing stage or message you saw, and when the upload or action occurred. For an access issue, include the workspace and project you need, but never include your password or authentication codes.

Support ticket form with Subject, Type, Priority, Details, and optional screenshots.

Add updates and attachments

Open a ticket from Your Tickets to see its current type, status, priority, created date, updated date, and conversation. Add a concise update whenever you have new evidence: for example, whether the issue still occurs, a new error message, or the result of a requested check.

  1. Open the ticket.
  2. Read the latest support response and check whether the status is Waiting on User.
  3. Enter your response in the Update field.
  4. Use Upload Screenshot(s) if an image makes the issue clearer.
  5. Select Post Update.

Images added to a ticket appear with the relevant conversation item and can be opened from the ticket. Keep screenshots limited to information relevant to the request. If an attachment fails, confirm that it is an image in one of the supported formats and try a smaller or separate image before posting again.

Feature requests and estimates

Choose Feature Request for a proposed capability or workflow improvement. Describe the people affected, the current workflow, the desired result, and why the change matters. Support may ask follow-up questions or present anticipated development hours for review. If a review request appears on the ticket, respond there with the requested reasoning or approval information so the decision remains part of the ticket record.

A submitted ticket is a request for review, not an immediate commitment to deliver a change. Keep using the ticket conversation for scope changes, examples, and decisions.

Troubleshooting

  • Submit Ticket stays disabled: complete Subject, Type, Priority, and Details. Whitespace alone does not satisfy a required text field.
  • You cannot find a ticket: use the Your Tickets list on Support. Regular users can only see their own tickets.
  • You cannot post an update: refresh the ticket and try again. During finalization of some trial workspaces, updates and attachments can be temporarily unavailable; wait for the workspace transition to complete or contact your workspace manager.
  • You see information marked Internal: that content is restricted to support staff and is not part of the requester conversation.