Ticket Management¶
For issues encountered in TrueWatch, you can submit a ticket for consultation and suggestions, such as difficult problems during usage, purchase and billing-related inquiries, or proposing requirements and suggestions to TrueWatch. Upon receiving the ticket, the official team will promptly process and provide feedback.
The ticket system is workspace-level, so submitted tickets will not disappear due to the addition or removal of members. In the ticket list, you can view all tickets within the current workspace and understand past issues and feedback.
TrueWatch provides 5*8 hours of ticket service. After receiving the ticket, the support team will handle it as soon as possible.
For more details, please refer to the Support Plan.
Click Help > Ticket Management in the lower-left corner to access the ticket management entry:
Submit a Ticket¶
On the ticket management page, you can directly click Submit a Ticket, select the ticket type, and enter the title and description to create a ticket. Attachments are supported.
Ticket Types¶
Ticket types include Unbind MFA, Change Owner Account, Purchase Inquiry, Help Documentation, Feature Request, Bug Report, Usage Issue, and Other. You can choose the corresponding type based on the ticket issue for faster allocation and processing.
Note:
- When the ticket type is Change Owner Account, you need to download the application form, fill in the information as required, and upload the attachment with the company seal. Incomplete application information will not be processed.
- When the ticket type is Unbind MFA, email verification is required.
Ticket Status¶
| Ticket Status | Description |
|---|---|
| Awaiting Assignment | The status of the ticket after submission by the user. |
| Awaiting Feedback | The status of the ticket after being accepted by the handler. |
| Feedback Sent | The status of the ticket after the handler sends a message, excluding fixed automatic replies. When the user provides further feedback, the ticket will revert to Awaiting Feedback. |
| Closed | The status of the ticket after being in the Feedback Sent state for more than 7 days. The ticket submitter can manually close the ticket at any time. |
| Revoked | The ticket can be revoked while in the Awaiting Assignment state. |
Attachments¶
You can upload attachments as needed for the ticket issue. Supported attachment formats include .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, xls, .txt, .zip, and .rar. Each attachment cannot exceed 8M, and a maximum of 5 attachments can be uploaded at once.
Ticket List¶
All tickets submitted by members of the current workspace will be 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 all tickets you have submitted across all workspaces.
Note: If a user exits Workspace A or Workspace A is disbanded, tickets from Workspace A will not be displayed in My Tickets.
Options¶
- Filter based on ticket type or status; in the search box, you can enter the ticket number or title to quickly locate a ticket:
- Tickets support batch export:
- After a ticket is closed, you can rate and provide feedback on the current ticket:
Ticket Details¶
Click on any ticket to view its status, type, submitter, and the workspace it belongs to. On the details page, you and TrueWatch can communicate with each other, and attachments are supported during the communication process.
- For tickets in the Awaiting Assignment state, users can revoke the ticket. After revocation, you can choose to restart the ticket if needed;
- For tickets in the Feedback Sent state, users can close the ticket. If there is no customer feedback within 7 days, the ticket will be automatically closed. Closed tickets cannot be reopened, and no further messages can be sent.
Note: Account cancellation will automatically close all unclosed tickets under the account.
