Support center
Path: Tenant space > Support
The support center allows tenant administrators to create and track assistance requests with the SILI team.
Create a ticket
- Open Tenant space > Support.
- Click New ticket.
- Enter the subject.
- Select the module concerned or Other / General.
- Choose the priority.
- Clearly describe the problem, reproduction steps and error message if available.
- Add useful attachments.
- Submit the ticket.
Ticket fields:
| Field | Description |
|---|---|
| Subject | Short, precise title |
| Module | Module related to the problem |
| Priority | Urgency of the request |
| Description | Full description of the problem |
| Attachments | Screenshots, files (formats and sizes limited) |
Track a ticket
Possible statuses:
| Status | Meaning |
|---|---|
| Open | Ticket submitted, not yet handled |
| In progress | Handled by support |
| Awaiting your reply | A response from you is expected |
| Resolved | Solution provided by support |
| Closed | Ticket archived |
Possible actions: filter tickets by status, open detail, read support replies, reply in thread, attach a file.
WARNING
A closed ticket may no longer accept new messages. Only authorized users of the tenant should access their organization's tickets.