Supported formats : JPG,PNG,JPEG, Maximum size : 10 MB
Create Ticket
Step 1
Raising a ticket
Five required fields, an optional image, and the ticket appears in your list with a status of Open.
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Ticket List(3)
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Ticket Id
Subject
Created date
Priority
Issue category
Status
Actions
10412
Institution licence expiry
14/08/2026 04:22 PM
High
Technical
Open
›
10388
Bulk upload rejected
02/08/2026 11:10 AM
Medium
Technical
Closed
›
10355
Invoice copy request
21/07/2026 09:48 AM
Low
Billing
Closed
›
Institution licence expiry
Description: Please extend the licence for one of our institutions.
consortium pro acc
Please extend the licence for one of our institutions.
14/08/2026 04:22 PM
DrillBit Support
Thanks — could you confirm the licence ID and the new end date?
14/08/2026 05:05 PM
Type your message here... *📎 ➤
Ticket Id: 10412
Priority: High
Status: Open
Created: 14/08/2026
Category: Technical
Contact: 9876543210
Step 2
Following it up
Open the ticket from the arrow to read DrillBit’s replies and answer them.
Support Centre
Support is the last item in the consortium menu, and it is the route for anything you cannot settle yourself — a licence that needs extending, more documents, a correction to your account details, or something that is plainly broken.
It is also the only way to change consortium-level details, since the Account info page is read-only.
Raising a ticket
Click the round + button in the bottom right corner. A panel opens on the right with five required fields and one optional attachment.
Issue category — Technical, Billing, Account, General or Others.
Priority — High, Medium or Low.
Subject — a short summary. This is a free-text box, not a list.
Description — the detail.
Contact number — a phone number the team can reach you on.
Then Create Ticket. All five are marked required and the ticket will not submit until each one is filled.
Attachments must be images. The file picker accepts JPG, PNG and JPEG only, up to 10 MB — no PDFs, no Word files, no logs, no ZIPs. If you want to show an error, take a screenshot. If you need to send a document, say so in the description and the team will tell you where to send it.
Put the licence ID in the description. Most consortium tickets are about one particular institution, and the first reply is usually a request for the licence ID. Including it up front — you can copy it from the licences table — saves a full round trip.
Tracking it
Every ticket you raise appears in the Ticket List, with the count in the heading. The columns are Ticket Id, Subject, Created date, Priority, Issue category, Status and Actions.
Status starts as Open and becomes Closed when DrillBit closes it — you do not close it yourself. The search box filters on status or subject, so typing Open shows everything still outstanding.
Click the arrow in the Actions column to open a ticket. That page shows the full conversation, oldest message first, with a summary panel beside it repeating the id, priority, status, created date, category and contact number.
Replying
Use the message box at the bottom of the ticket to answer, and the paperclip to attach an image under the same rules as before. Replies from the DrillBit team also arrive by email, so you do not have to keep the page open to know something has happened — though the ticket itself is the complete record.