How to Raise a Ticket
When Should You Raise a Ticket?
Raise a support ticket if:
- There is a recurring system error
- An invoice submission fails repeatedly
- Integration behavior is unexpected
- You suspect a system bug
Required Information When Submitting a Ticket
To ensure faster resolution, include:
- Organization name
- Company / Branch (if applicable)
- Transaction ID (if issue is invoice-related)
- Error code (if available)
- Screenshot of the issue
- Time the issue occurred
Warning
Incomplete tickets may delay investigation.
Ticket Workflow
- Ticket submitted
- Support team triages issue
- Investigation & response
- Resolution or workaround provided
- Ticket closed
For complex issues, escalation to technical teams may occur.
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