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Tickets at the bottom of the sidebar is a direct line to the BeRocker team, inside the product. It is the right channel when something needs a paper trail — a bug, a configuration change, a billing question — rather than a quick “how do I…”.
The Support tickets list with Active and Closed tabs
A red badge on the sidebar item means you have unread replies.

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Raising a ticket

1

Click New ticket

From Tickets → New ticket.
2

Fill it in

  • Subject — one line saying what is wrong.
  • Category — Technical, Onboarding, Billing or Other.
  • Priority — Low, Normal, High or Urgent.
  • Description — what you expected, what happened, and which lead or screen it happened on.
  • Attachments — screenshots and screen recordings; they cut resolution time more than anything else you can do.
3

Send

You get a ticket number, and replies are also emailed to the contact address shown on the ticket.

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Ticket statuses

A ticket sitting in Waiting customer is waiting on you. Those are the ones worth checking first.

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The conversation

Open a ticket and you get the full timeline: your messages, our replies, attachments, and status events along the way. Reply from the box at the bottom and attach files as needed. When it is sorted, click Problem solved to close it. If you close one and the issue comes back, the closed ticket shows “This ticket is closed. Need help again?” so you can start a fresh one with the history right there.

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When to use something else

Contact Support

Every way to reach the team.

Troubleshooting

Common problems you can fix yourself.