Support

The Support inbox is your direct line to GitScrum's support team. Submit tickets for bugs, feature requests, or questions, and track their progress through resolution. Pro subscribers receive priority response times.

Support Overview

Access Support from the main navigation. The interface follows an email-inbox pattern with three panels:

Header Statistics

Quick counts show ticket status at a glance:

• Red dot: Open tickets requiring attention
• Yellow dot: In progress tickets being worked on
• Green dot: Resolved tickets

Click any statistic to filter the list.

Creating Tickets

Report issues or ask questions by creating a support ticket.

New Ticket Form

Click Create Ticket to open the submission form:

Writing Effective Tickets

Good title examples:

✓ Cannot login after password reset
✓ Dashboard charts not loading on Safari
✓ Request: Dark mode for mobile app

Good description structure:

What happened:
Dashboard shows "Loading..." indefinitely

Expected behavior:
Charts should display within 3 seconds

Steps to reproduce:
1. Open Dashboard
2. Wait for page load
3. Charts remain stuck on loading state

Browser: Safari 17.2
OS: macOS Sonoma

Category Selection

Choose the most appropriate category:

Priority Levels

Select based on impact:

Note: Response targets are for Pro subscribers. Free tier response times may vary.

Attachments

Attach files to help explain your issue:

Supported formats:

• Images: JPG, PNG, GIF
• Documents: PDF, TXT
• Logs: LOG
• Archives: ZIP

Limits:

• Maximum 5 files per ticket
• Maximum 10MB per file

Managing Tickets

Ticket List

The central panel shows all your tickets:

Filtering Tickets

Use sidebar filters to find specific tickets:

By Status:

• All
• Open (new, not yet addressed)
• In Progress (being worked on)
• Resolved (solution provided)
• Closed (completed)

By Category:

• All
• Bug
• Feature Request
• Question

By Priority:

• All
• Low
• Medium
• High
• Critical

Searching Tickets

Use the search box (Ctrl+K) to find tickets by:

• Title keywords
• Ticket code
• Description content

Keyboard Navigation

Ticket Detail View

Select a ticket to view full details and conversation thread.

Detail Header

Shows:

• Ticket code - Unique identifier
• Status badge - Current state with color
• Resolve button - Quick action to mark resolved
• Close button - Return to list

Ticket Information

Below header:

• Title - Full ticket subject
• Created - When submitted
• By - Who submitted
• Category - Bug/Feature/Question
• Priority - Low to Critical

Conversation Thread

Messages display chronologically:

Your messages:

[Avatar] John Doe · 2h ago
Message content here...
[Attachments if any]

Support responses:

[Avatar] GitScrum Support · 1h ago (green)
Response from support team...
[Attachments if any]

Internal notes (if visible):

[Avatar] Support Agent · 30m ago
[internal] Note for internal reference

Responding to Tickets

Reply Box

Compose responses at the bottom of ticket detail:

• Text area - Write your message
• Attach button - Add files
• Send button - Submit reply

Sending Replies

1. Type your message in text area
2. Attach files if needed (click paperclip)
3. Send via button or Ctrl+Enter

Attachment Management

In reply box:

• Click paperclip to select files
• Count shows "2 file(s)"
• Click X to remove all attachments
• Same limits as ticket creation

Ticket Statuses

Status Flow

Typical ticket progression:

Open → In Progress → Resolved → Closed

Alternative flows:

Open → Waiting Customer → In Progress → Resolved
Open → Closed (if invalid/duplicate)

Status Definitions

Resolving Tickets

If your issue is fixed:

1. Click "Resolve" button in ticket header
2. Status changes to Resolved
3. Satisfaction survey appears (for resolved tickets)

Satisfaction Rating

After ticket resolution, rate your support experience.

Rating Scale

1-5 stars indicating:

Providing Feedback

1. Click stars to set rating
2. Optionally add written feedback
3. Submit to record rating

Example:

⭐⭐⭐⭐⭐
"Quick response, problem solved immediately. Great support!"

When Ratings Appear

• Only for resolved/closed tickets
• One rating per ticket
• Cannot modify after submission
• Rating displayed on ticket detail

Support Response Times

Pro Subscribers

Priority support with faster response:

Free Tier

Community support:

Note: Complex issues may require additional time regardless of tier.

Best Practices

Before Creating a Ticket

1. Search existing tickets - your issue may already be reported
2. Check documentation - answer might be in help content
3. Try basic troubleshooting - clear cache, refresh, different browser

When Writing Tickets

1. Be specific - Include exact error messages
2. Provide context - What were you trying to do?
3. Include steps - How can support reproduce the issue?
4. Attach evidence - Screenshots, console logs, recordings

Following Up

• Reply promptly when support asks for information
• Provide requested details in full
• Mark resolved when your issue is fixed
• Rate your experience to help improve support

Frequently Asked Questions

How do I check ticket status?

Open Support from navigation, your tickets list shows current status of each ticket with color-coded indicators.

Can I reopen a closed ticket?

Reply to a closed ticket to reopen it automatically. For better tracking, consider creating a new ticket referencing the old one.

Who can see my support tickets?

Only you and GitScrum support staff. Workspace administrators cannot view your personal support tickets.

How do I escalate urgent issues?

Set priority to Critical when creating the ticket. For workspace-down emergencies, Pro subscribers can contact emergency support directly.

Can I attach multiple files to a reply?

Yes, up to 5 files per message with 10MB maximum per file.

What happens to tickets when I leave a workspace?

Support tickets are tied to your account, not workspace. They remain accessible regardless of workspace membership.

Contact Alternatives

Email Support

For users who prefer email:

• support@gitscrum.com
• Include workspace name in subject
• Responses create tickets automatically

Documentation

Self-service resources:

• Help Center - Comprehensive guides
• API Documentation - Technical reference
• Release Notes - Recent updates

Related Pages

• Billing - Subscription and payment management
• Profile - Account settings
• Workspace Settings - Workspace configuration