Support

Our experts are available to help you with any queries that you have. To get in touch with us, you can create a support ticket in the Signicat Dashboard.

Note

To create support tickets, you need to have a user account in the Signicat Dashboard.

Support tickets

Create a support ticket in the Signicat Dashboard

About the Support ticket service

The Signicat Support ticket service allows you to create support tickets so that you can contact us with any queries that you might have. For example:

• Feature request
• Invoice
• Onboarding
• Other
• Question
• Support

Get started with the Support ticket service

You can create and manage support tickets in the Signicat Dashboard. To do this:

1. Log in to the Signicat Dashboard.
2. In the top navigation bar, use the dropdown menu next to your organisation name to select the organisation and account that you want to create and manage support tickets for.
3. Navigate to the Support ticket service service. To find this, click Contact us in the left-side menu.

Success!

You are now in the Support ticket service. From here, you can create new support tickets and manage existing ticket submissions.

How to create a support ticket

1. From the Dashboard > Contact Us page, click the + Create ticket button.
2. As you have already selected the organisation and account that you are creating a ticket for, the following details will be prefilled automatically:
   • Organisation ID
   • Organisation name
   • Account name
   • Account ID
3. Using the Category dropdown menu, select the type of support ticket that you want to submit.
4. Using the Product dropdown menu, select the product which the support ticket relates to.
5. In the Subject field, add a descriptive title for your support ticket.
6. In the Message field, describe what you would like assistance with.
   Sharing sensitive data

   Do not share any personal identifiable information (PII) in this field. Sensitive information must only be shared as attachments.

7. To upload attachments, click the Attach button under the Upload files section.
   • To share sensitive information as an attachment, you must also tick the checkbox This ticket contains sensitive data.
   • Any subsequent attachments submitted for your tickets are considered sensitive by default, to prevent you from accidentally submitting any sensitive information.
   Maximum file size

   The sum of all file sizes must not exceed 10 MB.

8. To submit your ticket, click the Submit button.

How to manage your support tickets

1. From the Dashboard > Contact Us page, you can see a list of all support tickets that you have submitted for the given organisation.
2. Here, you can use the relevant dropdown menus, buttons and fields to filter and order your support ticket using the following parameters:
   • Filter by:
     • The category of support tickets.
     • The product that the support tickets relate to.
     • The status of the support tickets.
     • The time frame that the tickets were submitted within.
   • Order by:
     • The timestamps when the issues were submitted (ascending or descending).
     • The timestamps when the issues were last updated (ascending or descending).