How to Submit a Support Ticket

The Support Tickets page is your direct line to the DI-FBR support team. Use it to report bugs, ask questions, or request assistance.

Navigating to Support Tickets

1. Click Support Tickets in the sidebar (or Help → Support Tickets).
2. You will see the ticket list with summary statistics at the top:
   • Total Tickets: All tickets you have ever submitted.
   • Open + Waiting: Tickets awaiting a response.
   • Resolved: Tickets that have been closed.

Creating a New Support Ticket

1. Click the + New Ticket button at the top-right of the ticket list.
2. Subject: Write a short, clear title (e.g., "Invoice PDF not generating for customer XYZ").
3. Category: Select the most relevant category (e.g., Billing, Technical, FBR, General).
4. Priority: Choose the urgency level:
   • Low — A question or minor inconvenience.
   • Medium — A feature is not working as expected.
   • High — A significant issue affecting daily operations.
   • Critical / Urgent — The system is down or data is at risk.
5. Description: Provide a detailed explanation. Include:
   • What you were trying to do.
   • The exact error message (copy-paste it).
   • The steps you already tried.
   • The invoice number, product name, or other reference if relevant.
6. Attachments: Click Upload to attach screenshots, PDF files, or log exports. Screenshots dramatically speed up the support process.
7. Click Submit Ticket.