Raise a Ticket

For a quick video explainer of Raising a Ticket, click here.

Users can raise any concerns or provide feedback using the Help & Support section.

How to raise a Ticket?

1. Click on New Ticket. The New Ticket window opens.

2. Choose a Category that you think the Issue best fits in

3. Choose visibility. If Project, all project members can access the ticket. If Private, only you can access the ticket. However, in private, you have the ability to add an individual user as a collaborator.

4. Choose Severity.

   • Low: Minor issues that do not require immediate attention.

   • Normal: Issues that need attention but are not urgent.

   • High: Critical issues that require immediate action.

5. Enter a Subject for the issue

6. Enter a description briefly explaining the issue or feedback you wish to provide.

7. Attachments: Include any attachments if necessary. File size should be less than 5MB and allowed formats are ( .png, .jpg, .jpeg, .doc, .docx, .pdf, .csv, .xls, .xlsx )

8. Click on Submit to submit your ticket

9. An acknowledgment email will be sent after creating the DCKAP Integrator Ticket

Who are Collaborators?

Collaborators can view, reply, and get email notifications for this ticket. Only project members can be added as collaborators. Learn more.

Create or Reply to Tickets by Email

Creating a Ticket

1. Email [e-mail] with a subject and body content to create a support ticket.

2. Tickets created through email are private, configured to low priority, categorized as support mail, and have no project assignment.

3. To change the default settings for a ticket, users can log in to the application and modify them.

Attachments (under 5MB) are supported in the following formats: .png, .jpg, .jpeg, .doc, .docx, .pdf, .csv, .xls, .xlsx.

Replying to Tickets

1. Users can now directly reply to DCKAP Integrator Support Tickets from the same email thread.

2. To reply to a support ticket from a fresh email thread, email to [e-mail] with the subject DCKAP Integrator Support Ticket #TicketID and a body content.

3. If the user doesn't have access to the ticket or the ticket ID is invalid, an invalid acknowledgment email sent to the respective user.