How to Raise a Ticket
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.
Accessing the Support Widget
You can open the support panel in two ways:
Click on the floating support widget on the right side of the dashboard
Navigate to Support → Raise a Ticket from the sidebar
The widget opens as a slide-out panel on the right side of the dashboard.
Raising a Ticket
Ticket Creation Form
Fill in the following fields when creating a ticket:
Title
A short, clear title describing your issue or request
Workspace
Select the workspace where the problem occurred (e.g., Fleet Management System). Leave unselected if not workspace-specific
Feature
Choose the feature related to the issue (e.g., Connectors, Pipelines, Applications, Infrastructure, Billing)
Description
Describe the problem or request in detail — include steps to reproduce, expected vs actual behaviour, and any error messages
Attachments
Upload relevant files such as logs or screenshots (max 20 MB total)
Click Raise Ticket to submit the request.
A ticket acknowledgment with a unique Ticket ID will be sent to your registered email address upon submission.
Tracking Your Tickets
After submitting a ticket, you can view its status in the Support Dashboard.
Active Tickets Tab
The Active Tickets tab lists all open tickets with:
Current status and priority (P1–P5)
All updates timestamped for transparency
Option to add comments for follow-up
Support Dashboard Summary
The dashboard provides:
A visual summary of P1–P5 priority distribution
Categorized count of tickets by type: Applications, Infrastructure, Billing, and more
Metrics that update periodically — click Refresh to get the latest data
Resolved Tickets Tab
The Resolved Tickets tab shows completed tickets along with their:
Resolution status
Full activity history
You can reopen a ticket by adding a new comment if the issue persists. Resolution is also communicated to your registered email.
Email Notifications
Upon ticket creation, Condense sends a confirmation to your registered email. All subsequent updates to the ticket are also notified via email so you're always kept in the loop.
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