Support Portal

Overview

The Support Portal allows you to submit support tickets and track your requests with the Critical Context team. Use it to report issues, ask questions, or request new features.

Submitting a Support Ticket

Navigate to Support (question mark icon in the top navigation) and click New Ticket. Fill out the form with the following information:

• Subject - A brief summary of your issue or question
• Category - Select the type of request:
  • General - General questions and inquiries
  • Billing - Questions about your subscription or payments
  • Technical - Technical issues or errors
  • Feature Request - Suggestions for new features
  • Bug Report - Report a bug or unexpected behavior
• Priority - Indicate the urgency of your request:
  • Low - Non-urgent questions or feedback
  • Normal - Standard requests (default)
  • High - Issues affecting your workflow
  • Urgent - Critical production issues only
• Description - Provide details about your issue, including steps to reproduce, error messages, and expected behavior

Tracking Your Tickets

The Support Portal shows all tickets submitted by your account. Each ticket displays:

• ID - Unique ticket reference number
• Subject - Brief summary of the issue
• Status - Current status of your ticket:
  • Open - Ticket received, awaiting review
  • In Progress - Our team is working on it
  • Awaiting Response - We've responded and are waiting for your reply
  • Resolved - Issue has been resolved
  • Closed - Ticket has been closed
• Priority - Urgency level of the ticket
• Created - When the ticket was submitted

Response Times

Our support team typically responds within 24 hours during business days. For urgent issues, please include as much detail as possible to help us resolve your problem quickly.