Ticket Management¶

When you encounter issues in TrueWatch, you can submit a ticket to ask questions or make suggestions, for example:

• Problems that are difficult to solve during use
• Questions about product purchase and billing
• Feature requests or improvement suggestions for the product
• ......

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

The ticket system is managed per workspace, so submitted tickets will not disappear when individual members join or leave. In the ticket list, you can view all ticket records within the current workspace and track historical issues and their resolution progress.

TrueWatch provides 5×8 (business days) ticket service. After receiving a ticket, the support team will process it as soon as possible.

For more details about the service, see Service Support Plan.

Submitting a Ticket¶

1. In the navigation bar, click Help > Ticket Management.
2. Select a ticket type.
3. Define the ticket title.
4. Select the priority for the ticket.
5. Fill in the ticket description.
6. Submit the ticket.

After receiving the request, TrueWatch support will process it as soon as possible.

Sensitive Information Reminder¶

When creating a ticket or posting a comment, do not submit sensitive information such as phone numbers, ID numbers, access keys, or passwords.

The system will scan the submitted content for sensitive information:

• If no suspected sensitive information is detected, the content will be submitted normally.
• If suspected sensitive information is detected, the system will display a confirmation prompt. You can return to modify the content, or choose Create Anyway or Send Anyway to proceed.

Ticket Types¶

Ticket types include:

• Feature Usage Guide: For questions about how to use features, not for faults or anomalies.
• Bug Report: For reporting reproducible bugs or suspected defects.
• Feature Request: For feature requests or improvement suggestions.
• Documentation Issue: For missing, incorrect, or unclear documentation.
• Sales Inquiry: For sales, pricing, or plan-related questions.
• Account Ownership Transfer: For changes in administrator permissions.
  • After selecting this type, download the application form, fill it in with the required information, affix the company seal, and upload it as an attachment. If the application information is incomplete, TrueWatch will not process it.
• Remove MFA Authentication
  • After selecting this type, email verification is required.
• General Inquiry: For all requests not covered by the categories above.

You can choose the appropriate type to ensure faster assignment and processing.

Priority¶

• P1 (Critical): The platform is unavailable, or one or more customers cannot use most core functions.
• P2 (High): Core functions are failing, and customer monitoring is severely impacted, but the platform is not completely down.
• P3 (Medium): Services are running normally, but specific integrations, configurations, or components are not working as expected.
• P4 (Low): No service failure; users need guidance, basic troubleshooting, or account/administrative assistance.

Attachment Requirements¶

You can attach files related to the ticket issue. Supported formats: .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, .xls, .txt, .zip, .rar, .mp4, .mov. Each attachment must be no larger than 8 MB, and a maximum of 5 attachments can be uploaded at once.

Viewing Tickets¶

Ticket List¶

• All Tickets: Tickets submitted by all members in the current workspace.

• My Tickets: All tickets submitted by you across all workspaces.

List Actions¶

You can perform the following actions in the ticket list:

• Filter & Search: Filter by type or status, or search by ticket ID or title.
• Batch Export: Export the ticket list data.
• Service Rating: After a ticket is closed, provide a star rating and text feedback.

Ticket Status¶

Handling Tickets¶

Ticket Details¶

Click on a ticket to view its status, type, submitter, and workspace. The detail page allows communication between you and the support team, and attachments can be uploaded.

To delete a submitted ticket, click More > Delete Ticket at the top of the detail page.

Only roles with the Ticket Management permission can delete tickets. By default, workspace owners and administrators have this permission, and it can also be granted to custom roles. The ticket creator, assignee, and regular members do not automatically have delete permission simply due to their relationship with the ticket. Without permission, the delete option is not displayed on the page, and the server will reject the delete request.

When a ticket is created or deleted successfully, the system generates a corresponding Operation Audit record, allowing traceability by workspace, ticket, user, and time.

Ticket Operations¶

• Awaiting Assignment: You can cancel the ticket. If needed later, you can choose to reopen it.

• Replied: You can close the ticket. It will be automatically closed after 7 days of no reply.
• Closed: Cannot be reopened or replied to.