# 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.

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### 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.

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### Raising a Ticket

#### Ticket Creation Form

Fill in the following fields when creating a ticket:

| Field           | Description                                                                                                                  |
| --------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| **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.

{% hint style="info" %}
A ticket acknowledgment with a **unique Ticket ID** will be sent to your registered email address upon submission.
{% endhint %}

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### 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. 

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### 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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