Customers can use the support area to submit questions and continue conversations with your business. Visibility depends on the contact’s support permission and the CRM’s ticket settings.
Open Support Tickets and choose the available create action. Enter a clear subject and describe the issue, including what happened and the help you need. Select the available department, priority, or service fields shown by your installation.
Add relevant attachments if the form offers them and they meet the server’s accepted types and limits. Remove passwords, tokens, and unrelated private information before uploading screenshots or logs.
Submit once and wait for confirmation. Open the created ticket to check its details.
Open a visible ticket, review the existing conversation, and send your reply through the reply form. Check that the new message appears. If a network error occurs during submission, reload the conversation before trying again to avoid duplicates.
Some installations limit contacts to their own tickets. An administrator should review contact permissions and ticket visibility before treating a missing ticket as a data-loss issue.
For upload errors, check the displayed validation message and the CRM/server upload restrictions. Do not assume the mobile app accepts every file type or bypasses hosting size limits.