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, category, status, and a reply thread to track the resolution.

Accessing Support Requests

1. Click the inbox icon in the top navigation to open your notifications panel.
2. Click Full Inbox at the bottom of that panel.
3. 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

1. Click the + (Create new) button in the Inbox header.
2. Select Support Case.
3. Fill in the form:
   • Title — A clear, short description of the issue
   • Description — Full details of the problem or request
   • Category — Bug, Feature Request, Question, Account, Billing, or Other
   • Priority — How urgent the issue is (defaults to Medium)
   • Screenshot (Optional) — Optionally attach a file to help explain the issue
4. Click Save Ticket.

The ticket is created and appears in your Support Requests list with Open status. Submitting also sends an email straight to Ilmiya’s support inbox, alerting the support team outside the app as well.

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

Tip

Set the correct priority when submitting — Urgent tickets are handled first. Don’t mark everything as Urgent or the signal loses value.

Ticket Status Workflow

Status	Meaning
Open	Submitted — awaiting review by support
In Progress	Support team is actively working on it
Need More Info	Support needs additional details from you before continuing
Resolved	Issue fixed or question answered
Cancelled	Withdrawn — no longer being pursued
False Request	Determined not to be a valid issue

Note

Only Ilmiya’s support team can change a ticket’s status — there’s no status dropdown on your side. You can still edit the ticket’s title, description, priority, and category after submitting.

Adding Replies to a Ticket

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

1. Click the ticket to open it.
2. Scroll to the Comments section.
3. Click in the Write a reply… box at the bottom.
4. Type additional details or a follow-up message — you can attach a file here too.
5. Send.

Support team replies will also appear in this thread.

Notifications

You’re notified:

• When your ticket is created (a confirmation)
• Whenever support updates it
• Specifically when it’s marked Resolved
• When support replies — both in-app and by email

Your own replies never notify you.

Editing and Deleting Tickets

• Open the Actions menu on a ticket row and click Edit to update its title, description, category, or priority
• Open the Actions menu and click Delete to permanently remove a ticket — any user in your organization can delete a ticket, not just the person who created it

Caution

Deleting a ticket only removes the ticket itself — its replies are not deleted along with it. Only delete tickets that were submitted by mistake.