Skip to content

Ticket Management

When encountering issues in TrueWatch, you can submit a ticket for consultation or suggestions, for example:

  • Difficult problems encountered during usage.

  • Questions regarding product purchase and fees.

  • Feature requests or improvement suggestions for the product.

  • ......

After submission, the official team will process it promptly and provide feedback.

The ticket system is managed based on workspaces, so submitted tickets will not disappear due to the joining or leaving of individual members. In the ticket list, you can view all ticket records within the current workspace and track historical issues and their resolution progress.

TrueWatch provides users with 5*8 hour (workdays) ticket service. After receiving a ticket, customer service personnel will process it for you as soon as possible.

For more details about the service, please refer to Service Support Plans.

Submit a Ticket

  1. In the navigation bar, click to enter the Help > Ticket Management page.
  2. After entering the ticket page, click "Submit a Ticket".
  3. Select the Ticket Type.
  4. Fill in the ticket title, description, and email verification code, then submit the ticket.

After TrueWatch customer service receives the application, they will process it for you as soon as possible.

Ticket Type

Ticket types include:

  • Unbind MFA
  • Change Owner Account
  • Purchase Consultation
  • Help Documentation
  • Feature Request
  • BUG Feedback
  • Usage Issues
  • Other

You can select as needed to facilitate faster assignment and processing of issues.

Note
  • When the ticket type is "Change Owner Account", you need to first download the application form, fill in the information as required, affix the company seal, and then upload it as an attachment. If the application information is incomplete, TrueWatch will not accept it.

  • When the ticket type is "Unbind MFA", email verification is required.

Ticket Status

Ticket Status Description
Awaiting Assignment The status of a ticket after user submission.
Awaiting Feedback The status of a ticket after being accepted by the handler.
Feedback Provided The status of a ticket after the handler sends a message, excluding fixed automatic replies. When the user provides further feedback, the ticket status changes back to Awaiting Feedback.
Closed The status of a ticket that has been in the Feedback Provided state for more than 7 days. The ticket submitter can manually close the ticket at any time.
Revoked A ticket in the Awaiting Assignment status can be revoked.

Attachments

You can upload attachments for the ticket issue as needed. Supported attachment formats include .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, xls, .txt, .zip, .rar. A single attachment cannot exceed 8M, and a maximum of 5 attachments can be uploaded at once.

Ticket List

Tickets submitted by all members of the current workspace are displayed in the All Tickets list, where you can clearly see the status of each ticket.

In the My Tickets list, you can view a summary of tickets you have submitted across all workspaces.

Note

If a user leaves workspace A or workspace A is dissolved, tickets from workspace A will not be displayed in My Tickets.

Options

You can perform the following operations in the ticket list:

  • Filter and Search: Filter by type, status, or search by ticket number/title.

  • Batch Export: Supports exporting ticket list data.

  • Service Evaluation: After a ticket is closed, you can provide a star rating and written evaluation.

Ticket Details

Click on any ticket to view its detailed information such as status, type, submitter, and associated workspace. On the details page, you and TrueWatch can communicate with each other, and attachments can be uploaded during the communication process.

  • For tickets awaiting assignment, users can revoke the ticket. If needed later, you can choose to reopen the ticket.

  • For tickets with feedback provided, users can close the ticket. Tickets will be automatically closed if there is no customer feedback for 7 days. Closed tickets cannot be reopened, and messages can no longer be replied to.

Note

Unclosed tickets submitted under an account that has been canceled will be automatically closed.