# Support Tickets

Open, track, and resolve requests that need human support follow-up. Read the Account guide in Hello Alex documentation.

Canonical HTML: https://docs.helloalex.ai/article/support-tickets-overview

Path: [Documentation](/) / [Account](/account)

## Overview

Support tickets keep issue handling organized because one thread preserves context, updates, and resolution history.

## How it works

- A ticket captures issue details, priority, and attached page context so support can reproduce and triage faster.
- Replies and status changes stay in the same record, which avoids fragmented troubleshooting across duplicate requests.

## Important fields

- **Subject:** Short summary shown in your ticket list.
- **Priority:** Normal or urgent; use urgent only for production-blocking issues.
- **Context:** Auto-attached pathway or page context when opened from Report Issue or Docs.

## Use cases

- Production incident escalation
- Billing discrepancy clarification
- Pathway behavior bug reporting

## Tips

- Good to know: including launch name, call IDs, or pathway references usually shortens time to diagnosis.

## Ticket List

List view gives operational visibility into open workload and response state.

Open active tickets and add missing reproduction details where needed.

- Status and priority columns show which threads need action now and which are waiting on support.
- Opening a row reveals full context and message history, so follow-up stays consolidated.
- **Subject:** Short summary in the ticket list.
- Good to know: clear subject naming helps teams route urgent requests quickly.
- Daily support queue review
- Urgent issue triage

## Create Ticket

Creation quality influences support speed because better context reduces back-and-forth clarification.

Submit the ticket and monitor for first-response guidance in the detail thread.

- Subject, priority, and reproducible description establish issue scope and expected urgency.
- Attached pathway or launch context provides technical breadcrumbs that accelerate investigation.
- **Priority:** Use urgent only for production-blocking issues.
- Good to know: urgency is most effective when paired with clear business impact and concrete reproduction steps.
- Bug reporting
- Workflow clarification requests

## Ticket Detail

Detail view is the single source of truth for support communication on one issue.

Provide requested logs or examples in the same thread until status moves to resolved.

- Threaded replies preserve chronology, making decision history and requested actions easy to audit.
- Centralized context avoids duplicate tickets and keeps fixes tied to the right incident.
- **Context:** Auto-attached page or pathway context.
- Good to know: replying in-thread rather than opening new tickets improves continuity and response quality.
- Ongoing incident collaboration
- Resolution verification

## Next step

Open a ticket with reproducible details and keep follow-up in the same thread until resolution.

## Related documentation

- [More Account guides](/account)
- [Account Settings](/article/account-settings-overview) — Control personal profile, company defaults, password changes, team access, and account notifications.
- [Team Management](/article/team-management-overview) — Assign workspace access intentionally to reduce risk and preserve operator focus.