How to Create a Support Ticket

Welcome to the ChiOX Help Desk. This guide explains how to create a support ticket and track your issue through the support system.

Please provide as much information as possible when submitting a ticket. This helps our technical team understand and resolve your issue faster.

Step 1: Open the ChiOX Help Desk

Visit the ChiOX Support Help Desk and you will see the Help Center homepage.

You can use the search bar to find existing documentation or information about your issue.

Click Login if you already have an account.

If you are a new user, click Register create your support account.

Tip: Before creating a ticket, you can search the Help Center to see whether your issue has already been covered in our documentation.

Step 2: Register Your Account

If you don't already have a support account, select Register.

Enter:

• Email address

• Password

• Confirm password

Then click Create account.

You can also use the available Google sign-up option.

Once your account has been created, you can sign in and access your support tickets.

Step 3: Log In to Your Account

If you already have an account, enter:

• Email

• Password

Then click Continue.

You can also use the Forgot your password? option if you have forgotten your password.

The Stay signed in for a month option can be selected if required.

Step 4: Open "My Tickets"

After logging in, click your profile/account menu in the top-right corner.

Select:

My Tickets

Step 5: Click "New Ticket"

Inside My Tickets, click the New ticket button.

This will open the Submit a Ticket page.

Step 6: Select the Product or Service

Under "Select the item you need help with", select the relevant product or service.

Choose the product that is related to your issue.

Step 7: Enter Your Phone Number or Client ID

Enter your Phone Number or Client ID.

Please make sure this information is correct because it helps our support team identify your account and business.

Step 8: Enter Your Business Name

Enter your registered Business Name.

Please use the actual business name related to the support request.

Step 9: Enter a Short Summary

Under:

"In a few words, tell us what your enquiry is about"

enter a short and clear summary of the issue.

Avoid very general descriptions such as:

"System issue"

A clear subject helps our support team understand the request quickly.

Step 10: Describe Your Issue in Detail

Use the "Provide a detailed description of your issue or request" section to explain the problem.

We recommend including:

• What you were trying to do

• Which module/page you were using

• What happened

• What you expected to happen

• Any error message displayed

• When the issue started

• Steps to reproduce the issue

Example:

Dear Team,

My edit option is not working in the Product Module list. When I click the Edit option, the system does not open the product details.

Please check this issue and assist us in resolving it.

Thank you.

The more information you provide, the easier it is for our technical team to investigate the issue.

Step 11: Attach Screenshots or Videos

If possible, attach a screenshot, image, document, or screen recording showing the issue.

This is especially useful for:

• Error messages

• System problems

• Incorrect calculations

• UI issues

• Login problems

• Report issues

• Workflow problems

Use the attachment options available below the description box.

Recommended: A screenshot or short screen recording can significantly help our technical team identify the problem.

Step 12: Submit the Ticket

Before submitting, review all the information you entered.

Then provide your rating/feedback if required and click:

Submit

Your support request will then be created in the system.

Step 13: Ticket Successfully Created

After submitting, you will receive a confirmation such as:

Your newly created ticket will appear under My Tickets.

You will also receive a Ticket ID, for example:

#623448

Keep this ticket ID for future communication regarding the same issue.

Step 14: Track Your Support Ticket

Go to My Tickets to monitor your request.

You can see information such as:

For example, a ticket may show:

This means the support team is currently handling or investigating the request.

Step 15: Open Your Ticket

Click on the ticket from My Tickets to open the full conversation.

Inside the ticket, you can view:

• Your original request

• Ticket ID

• Ticket status

• Priority

• Product/service selected

• Business information

• Support team responses

You can also add additional information to the same ticket.

Step 16: Reply to the Support Team

If our technical team requests additional information, use the "Add to conversation" section to reply.

You can provide:

• Additional details

• Screenshots

• Videos

• Error messages

• Updated information

Important

Please reply to the existing ticket instead of creating another ticket for the same issue.

This keeps the complete conversation and investigation history together.

Step 17: Ticket Resolution

Once the issue has been resolved, you may see the option:

Mark as solved

Use this option when you are satisfied that the issue has been resolved.

Important Support Guidelines

Finally, Check Your Email & Support System

Once you submit your support ticket, our support team will review your request and communicate with you regarding the progress and resolution.

Please remember to:

You will receive updates through the email associated with your support account, and you can also track the complete conversation directly through the ChiOX Help Desk.