> ## Documentation Index
> Fetch the complete documentation index at: https://help.berocker.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets

> Raise a support request with the BeRocker team from inside the CRM and track it to resolution.

**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…".

<Frame>
  <img src="https://mintcdn.com/berocker/JlrUOS-Vn_pO8ZdT/images/app/tickets.png?fit=max&auto=format&n=JlrUOS-Vn_pO8ZdT&q=85&s=06b0ad6be280085a88a74bc370fd308a" alt="The Support tickets list with Active and Closed tabs" width="3200" height="2000" data-path="images/app/tickets.png" />
</Frame>

A red badge on the sidebar item means you have unread replies.

***

## Raising a ticket

<Steps>
  <Step title="Click New ticket">
    From **Tickets → New ticket**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Send">
    You get a ticket number, and replies are also emailed to the contact address shown on the
    ticket.
  </Step>
</Steps>

***

## Ticket statuses

| Status               | Meaning                                                 |
| -------------------- | ------------------------------------------------------- |
| **Open**             | Received, not picked up yet.                            |
| **In progress**      | Someone is working on it.                               |
| **Waiting customer** | We need something from you before we can continue.      |
| **Deferred**         | Parked — usually waiting on a release or a third party. |
| **Resolved**         | We believe it is fixed.                                 |
| **Closed**           | Finished.                                               |

<Tip>
  A ticket sitting in **Waiting customer** is waiting on *you*. Those are the ones worth checking
  first.
</Tip>

***

## 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.

***

## When to use something else

| Situation                   | Best channel                                                 |
| --------------------------- | ------------------------------------------------------------ |
| Quick "how do I…"           | Your dedicated WhatsApp group, or search this Knowledge Base |
| Urgent outage               | Phone — see [Contact Support](/support/contact)              |
| Bug, config change, billing | A ticket, right here                                         |

***

## Related

<CardGroup cols={2}>
  <Card title="Contact Support" icon="life-ring" href="/support/contact">
    Every way to reach the team.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/support/troubleshooting">
    Common problems you can fix yourself.
  </Card>
</CardGroup>