Support Centre Admin

The Support functionality offers a streamlined ticketing system crafted to handle any queries or issues administrators might encounter. This system is designed to help you efficiently report problems and get the assistance you need, ensuring that your concerns are addressed quickly and effectively.

Creating a support ticket

1. Access the Support Centre: Navigate to the Support Centre within the DrillBit application. This section allows you to submit support tickets and track the status of existing ones.
2. Initiate a new ticket: Click the plus icon to begin creating a new support request.
3. Complete the ticket form:
   • Issue Category – choose the appropriate category for your issue: Technical, Billing, Account, General, or Others. Selecting the right category ensures the request is routed to the correct team.
   • Priority – set the priority level: High, Medium, or Low.
   • Subject – a brief, clear subject line to quickly convey the main issue.
   • Description – detailed description of the issue or query. The more detail provided, the better the support team can understand and address the concern.
   • Contact Number – a contact number where further information can be requested if needed.
   • Attachments – any relevant files that could help resolve the issue.
4. Submit the ticket: Once all required fields are completed and any necessary files are attached, click “Create Ticket” to submit.

Tracking and managing tickets

1. View Submitted Tickets: All submitted tickets can be viewed in the Support section, providing an overview of each request made.
2. Sorting: Sorting is available for Ticket ID, Subject, Created Date, Priority, and Issue Category. Click the arrow mark next to each field to sort.
3. Monitor ticket status:
   • The ticketing system provides updates on the status of tickets, allowing progress to be monitored effectively.
   • To continue a conversation related to a ticket, click the arrow to dive deeper into the ticket. This opens a chat where further comments can be made.