Tickets

Tickets is the page where you ask for help when an issue cannot be solved directly from the working screen. A ticket keeps the request, conversation, images, and issue status in one place, so you do not have to repeat the same explanation.

What You See In The List

The list shows the tickets you are allowed to access. Depending on your account permissions, you may see only tickets created by you or all tickets for your organization. Drafts are visible to the user who created them and are not submitted until you send them.

Each ticket shows:

• title;
• priority;
• status;
• requester;
• creation date.

You can search by title or description. Available filters are status and priority. Opening a draft returns you to the ticket form. Opening a submitted ticket shows the details and conversation.

When To Create A Ticket

Create a ticket when you need help with a specific situation: a blocked order, stock discrepancy, scanning problem, billing question, or improvement request.

For operational problems, include as much exact information as possible:

• warehouse;
• order number, AWB, SKU, goods receipt note, lot, serial number, or affected location;
• what you tried to do;
• what message appeared on screen;
• approximate time;
• clear screenshots, when the issue is visible.

Do not enter passwords, tokens, integration keys, or other sensitive data in the ticket.

Creating A Ticket

1. Open Support and then Tickets.
2. Select Create.
3. Fill in the title. The title is required when submitting the ticket.
4. Choose the priority.
5. Choose the type.
6. Write the description.
7. Add images if they help explain the issue.
8. Save as draft or submit the ticket.

A draft can be deleted before submission. After submission, the ticket becomes a support request.

Putaway WMS does not save an empty draft. A draft must have at least a title, description, or image. One user can create at most 10 tickets or drafts in a 24-hour window. If you reach the limit, use an existing draft or delete unused drafts.

Priorities

Priority describes how urgent the request is:

• Low: question or problem that does not block work;
• Normal: situation that should be checked, but work can continue;
• High: problem affecting an important operation;
• Urgent: problem blocking activity or affecting a critical flow.

Choose the priority based on the real impact on your work.

Types

Available types are:

• General: question or request that does not fit the other types;
• Technical: unexpected behavior, error, blocked screen, or problem using the application;
• Billing: subscription, credits, contracts, or payments;
• Feature Request: proposal for a new function or improvement.

Choose the type that best describes the reason for the request.

Statuses

The status shows where the request stands:

• Draft: saved but not submitted;
• Open: submitted and registered;
• In Progress: the request is being reviewed;
• Waiting for Customer: a reply or more information is needed from you;
• On Hold: the ticket is paused temporarily;
• Reopened: previously closed, then opened again for continuation;
• Closed: resolved or completed.

If a ticket is Waiting for Customer and you reply, it returns to In Progress. If you can reply to a Closed ticket, your reply reopens the ticket.

Images And Attachments

Images can be added to the description or to a message. You can use Add images, drag images into the upload area, or paste them into the editor. After upload, the image can be inserted into the text or left attached below the message.

Image rules:

• PNG, JPG, JPEG, and WEBP are accepted;
• one image can be at most 1.5 MB;
• the description can have at most 5 images;
• one message can have at most 5 images;
• one ticket can have at most 100 images;
• the file is checked before it is accepted.

If an image does not upload, check the format, size, and whether the file is a valid image.

Conversation

The ticket detail shows the initial description, messages, and images. Replies are kept in order with author and date.

You can reply if you have access to the ticket. Reply text is required; images can be added with the text. If you start writing a reply and leave the page, Putaway WMS can keep it as a reply draft.

You can send at most 3 consecutive replies without receiving a response. If you try to send a fourth reply in a row, it is blocked until you receive a response in the conversation.

Following A Ticket

The Follow button subscribes you to the ticket. Unfollow stops following it. Following controls notifications about replies and important changes.

The ticket creator follows the ticket automatically after submission. A user who replies also becomes a follower.

Good Ticket Rules

• Write a short, clear title.
• Include the steps that led to the issue.
• Include identifiers: order, SKU, AWB, goods receipt note, warehouse, location, lot, or serial number.
• Add clear screenshots when the issue is visible on screen.
• Add updates in the same ticket conversation instead of creating duplicate tickets for the same issue.
• Do not put passwords or unnecessary sensitive data in the description.