Open a support ticket

If you're an existing client with an urgent matter, you can submit a support ticket without signing in. This can be done directly from the home page by clicking the Submit a request link at the top-right of the page or by clicking the red Help button at the bottom-right (this button is on each page of the site). Click either one to open the request form below:

At the moment, all requests submitted from this form are prepared in a single general format. In the future, there will be additional forms so you can specify what kind of request you're making.

When you're finished filling out the form, click Submit at the bottom of the form.

Sign in

To take full advantage of the Support content, you must sign in. Signing in is also required to check the status of a ticket.

• To sign in, click Sign In at the top-right of the home page.
  The following window displays.

Once you're logged in to the site, you'll see additional categories, the big red buttons, appear on the home page, and far more content will be available to you within any of those categories.

Check ticket status

Once you sign in, you can check the status of your tickets.

• Click the dropdown arrow next to your name at the top-right of the page and select My Activities to view your support tickets. Note that the Profile link lets you update your user profile information (for example, you can add a photo of yourself).

Clicking the My Activities link opens the My Requests page shown below. Support tickets are separated into three lists (details in the examples below are blurred to protect confidential information): My requests, Requests I'm cc'd on, and Organization requests.

My requests

Tickets you submitted to Feltboard Support.

Requests I’m CC’d on

Any ticket that you are copied on. It's possible to be the ticket requester and to be CC’d on a ticket.

Organization requests

Tickets submitted by anyone within your organization, even if you aren't CC’d on the ticket.

All three of these list views can be filtered into the three different ticket statuses: Open, Awaiting your reply, and Solved.

View ticket details

• To view the details of a ticket, click the subject line.

To see the name of the Feltboard personnel who is currently assigned to the ticket, locate the Assigned To text on the right side of the page. This area also shows you who is CC'd on the ticket.

Respond to a ticket

If the status of the ticket is “awaiting your reply”, you can respond using the text box at the bottom of the page. You can also mark the current ticket as solved if there is no longer an issue.

You can also see a list of attachments that were added to the ticket, which you can download and review.