Support Requests

The Support Requests tab is where you submit and manage help tickets for issues or questions that need assistance from the Ilmiya support team. Each ticket has a priority level, status, and a reply thread to track the resolution.

Accessing Support Requests

Click Inbox in the Console navigation.
Select the Support Requests tab.

What the Support Requests List Shows

Column	Description
Title	Short description of the issue
Status	Current state of the ticket
Priority	Urgency level
Category	Type of issue
Created	When the ticket was submitted

Creating a Support Request

Click + Create in the Inbox header.
Select Support Case.
Fill in the form:
- Title — A clear, short description of the issue
- Description — Full details of the problem or request
- Category — The area the issue relates to (e.g. billing, technical, account)
- Priority — How urgent the issue is
Click Submit.

The ticket is created and appears in your Support Requests list with Open status.

Priority Levels

Priority	Use when
Low	Minor issue, no immediate impact on teaching
Medium	Affecting some functionality but a workaround exists
High	Significantly impacting teaching or student access
Urgent	Complete blocker — cannot teach or students cannot access the platform

Ticket Status Workflow

Status	Meaning
Open	Submitted — awaiting review by support
In Progress	Support team is actively working on it
Resolved	Issue fixed or question answered

Adding Replies to a Ticket

Once a ticket is created, you can add follow-up information:

Click the ticket to open it.
Scroll to the replies section.
Click Add Reply.
Type additional details or a follow-up message.
Send.

Support team replies will also appear in this thread.

Editing and Deleting Tickets

Click the edit icon on a ticket row to update its title, description, or priority
Click the delete icon to permanently remove a ticket