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Help

The "Help" page allows you to create tickets to technical support, track request status, and get help with system work. Here you can solve any questions related to platform use.

Page Overview​

The help page is divided into several main sections:

Main Sections​

  • Ticket list - all your support requests
  • Ticket creation - new support request
  • Ticket viewing - detailed request information
  • Request history - all previous tickets

Main Functions​

  • Creating tickets - sending new requests
  • Status tracking - monitoring request processing
  • Viewing responses - studying support solutions
  • Request history - all previous tickets
  • Question categorization - problem type selection

Step-by-Step Instructions​

How to Create New Ticket​

  1. Go to "Help" section from main menu
  2. Click "Create Ticket" button in top panel
  3. Select question section:
    • Application help - usage questions
    • System errors - technical problems
    • Documents/Finance - billing and document questions
  4. Specify question type (for "Documents/Finance" section):
    • Metrics tariffing request
    • Other
  5. Describe problem in "Question" field
  6. Click "Send" to create ticket

How to View Ticket Status​

  1. Go to "Help" section
  2. Find needed ticket in list
  3. Click on ticket to view details
  4. Study information:
    • Processing status
    • Support responses
    • Correspondence history
    • Solution recommendations

How to Reply to Ticket​

  1. Open ticket for viewing
  2. Find reply field in ticket interface
  3. Write your response or additional information
  4. Send response to continue dialogue

How to Track Request History​

  1. Go to "Help" section
  2. Browse list of all tickets:
    • Creation date
    • Question type
    • Processing status
    • Brief description
  3. Use filters to find needed tickets

Question Types​

Application Help​

What it includes:

  • Interface usage questions
  • Function work instructions
  • System capability explanations
  • Work optimization tips

Example questions:

  • How to create new campaign?
  • How to configure script?
  • How to view statistics?
  • How to change profile settings?

System Errors​

What it includes:

  • Technical problems
  • System work errors
  • Connection problems
  • Function failures

Example problems:

  • System won't load
  • Errors when creating campaigns
  • Data upload problems
  • Telephony failures

Documents/Finance​

What it includes:

  • Billing questions
  • Document requests
  • Payment problems
  • Tariffing configuration

Question subtypes:

  • Metrics tariffing request - action-based billing configuration
  • Other - other financial questions

Ticket Statuses​

Main Statuses​

  • Open - ticket created, awaiting processing
  • In progress - ticket taken by specialist
  • Awaiting response - waiting for user response
  • Closed - ticket resolved and closed
  • Declined - ticket declined for certain reasons

What Statuses Mean​

  • Open - your request accepted for processing
  • In progress - specialist studying your question
  • Awaiting response - need additional information from you
  • Closed - problem solved, ticket completed
  • Declined - ticket declined with reason specified

Frequently Asked Questions​

How to Get Help Quickly?​

Recommendations:

  1. First study FAQ - answer might already exist
  2. Describe problem in detail - more details, faster solution
  3. Specify correct category - this speeds up routing
  4. Attach screenshots - visual information helps

What to Do If Ticket Not Responded?​

Actions:

  1. Check ticket status
  2. Ensure your response not required
  3. Create new ticket marked "Urgent"
  4. Contact manager directly

How to Properly Describe Problem?​

Description structure:

  1. What's happening - describe the problem
  2. When it occurred - specify time of appearance
  3. What you did - describe your actions
  4. What you expected - what result you expected
  5. Additional information - any details

Can Ticket Category Be Changed?​

Change possibilities:

  • Before processing - category can be changed
  • During processing - by agreement with specialist
  • After closing - only creating new ticket

Tips for Effective Support Work​

Preparing for Request​

  1. Gather information - prepare all problem details
  2. Take screenshots - capture problem visually
  3. Check FAQ - ensure answer not there
  4. Determine category - choose correct question type

Problem Description​

  1. Be specific - avoid general formulations
  2. Provide details - time, browser, actions
  3. Give examples - specific problem cases
  4. Describe expectations - what should happen

Support Interaction​

  1. Respond quickly - don't delay responses
  2. Provide additional information - if requested
  3. Test solutions - check proposed options
  4. Report results - inform about solution progress

Solution Documentation​

  1. Save solutions - record found answers
  2. Create notes - record important information
  3. Share experience - help colleagues with similar problems
  4. Update knowledge - follow system changes

Automatic Updates​

The page automatically updates ticket information, so you always see current statuses and new support responses.

  • Ticket creation → "Create Ticket" button
  • Ticket viewing → list in "Help" section
  • Status tracking → click on ticket in list
  • Request history → "Help" section
  • FAQ → transition to "FAQ" section
  • Manager consultation → through feedback form