Support centre Student

The Support functionality offers a streamlined ticketing system to handle any queries or issues you encounter. This system is designed to help you efficiently report problems and get the assistance you need.

Create a Support Ticket

1. Access the Support Centre: Navigate to the support centre within the DrillBit application. This section lets you 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 — so the request is routed to the correct team.
   • Priority: Set the priority level — High, Medium, or Low — to indicate how urgently you need assistance.
   • Subject: Provide a brief, clear subject line.
   • Description: Enter a detailed description of the issue or query. The more detail you provide, the better the support team can understand and address the concern.
   • Contact Number: Provide a contact number where further information can be requested if needed.
   • Attachments: Attach any relevant files that could help resolve the issue. Supported formats: JPG, PNG, and JPEG — maximum size 10 MB.
4. Submit the Ticket: Once all required fields are completed and any necessary files are attached, click Create Ticket.

Track and Manage Tickets

• View Submitted Tickets: All submitted tickets can be viewed in the support section, providing an overview of each request made.
• Sorting: Sorting is available for Ticket ID, Subject, Created Date, Priority, and Issue Category — click the arrow mark next to each field.
• Monitor Ticket Status: The ticketing system provides updates on ticket status so progress can be monitored effectively.
• Continue a Conversation: 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 and direct communication about the issue can take place.