Condense Support

Unified In-Platform Ticketing & Issue Management

Overview

The Condense Support Widget enables users to raise support tickets directly from the Condense Core. It provides a seamless way to report issues, request enhancements, track ticket progress, and collaborate with the Condense support team, all without leaving your workspace.

You can open the support panel from the Condense Core by clicking on floating widget or go to Support → Raise a Ticket. The widget opens as a slide-out panel on the right side of the dashboard.

Ticket Creation Form

The ticket creation form includes the following fields:

Subject (Required)

A short, clear title describing your issue or request.

Workspace (If applicable)

Select the workspace where the problem occurred (e.g., Fleet Management System). If the issue is not workspace-specific, you may leave it unselected.

Feature (If applicable)

Choose the feature related to the issue. The options include:

Pipelines
Connectors
Transforms
Applications
Settings
Activity Auditor
Kafka Management

Priority (Required)

Select the urgency level for your ticket:

P1 – Production down / Mission-critical blocked
P2 – System unstable / Critical development blocker
P3 – Time-sensitive issues with workarounds
P4 – Non-functional / Cosmetic issues
P5 – Documentation gaps or minor requests

Area of Concern (Required)

Categorize the issue under one of the following groups:

Application
Cloud / Infrastructure
User Access Issues
Billing
Enhancements / Suggestions
Others

Message (Required)

Describe the problem or request in detail. Include:

What you expected to happen
What actually happened
Steps to reproduce
Any supporting logs, IDs, or timestamps

Attachments

You may upload relevant files (max 20 MB total), such as logs or screenshots. Uploaded files appear in the attachment list with download and remove options.

Submit

Click Raise Ticket to submit the request. Ticket acknowledgment will be sent with unique ticket ID to the registered email address and also ticket status can be tracked in the ticket dashboard

Support Dashboard

After submitting a ticket, you can view its status in the Support Dashboard.

The dashboard includes:

Overview Metrics

Total Tickets
Open Tickets
High Priority Tickets

Tickets by Priority

A visual summary of P1–P5 distribution.

Tickets by Area of Concern

Categorized count of tickets raised by Applications, Infrastructure, Billing, etc.

Time Metrics

Average Response Time
Average Resolution Time

These metrics update periodically or via Click here to refresh.

Managing Active Tickets

The “Active Tickets” tab lists all open tickets with:

Ticket ID (e.g., #TC-552)
Subject
Priority
Area of Concern
Raised By
Current Status (e.g., L1 Member)
Last Activity

Filtering

You can filter the list using:

Priority (P1–P5)
Area of Concern
Status (Under Review, In Progress, On Hold)

Ticket Details & Conversation View

Selecting a ticket opens a detailed view with:

Conversation Panel

Shows threaded communication between:

The Reporter (you)
Condense Members (L1, L2, etc.)

Users can:

Post follow-up comments
Reply in real time
Upload additional files

Ticket Metadata

Displayed on the right side, including:

Ticket ID
Priority
Area of Concern
Raised By
Assigned To
Current Status
Workspace
Feature
Attachments

All updates are timestamped for transparency.

Resolved Tickets

The Resolved Tickets tab shows completed tickets along with their resolution status and activity history. You can reopen a ticket by adding a new comment if the issue persists. Resolution is communicated to the registered email aswell.

Email Notifications

Upon ticket creation, Condense sends confirmation to the registered email (e.g., [email protected]). All conversation replies also trigger email notifications.

The Condense Support Widget brings all support interactions into one streamlined experience. It centralizes ticket creation, communication, status tracking, and resolution within the Condense Core, ensuring complete transparency and faster turnaround. With unified visibility into priorities, concerns, activity history, and assigned teams, users can efficiently monitor progress and collaborate with support members in real time. The widget eliminates dependency on external channels and delivers a consistent, structured, and fully integrated support workflow across the entire Condense platform.