Support Tickets
Overview
The support ticket system gives you a direct channel to the Ocriva team for bugs, billing questions, feature requests, and general help. Every ticket is scoped to your organization, tracked through a defined lifecycle, and supports threaded comments with file attachments.
Navigate to Support → Tickets to view your organization's ticket list, or click New Ticket to open a new request.
Creating a Ticket
- Go to Support → Tickets
- Click New Ticket
- Fill in the required fields:
- Subject — a concise one-line summary (max 200 characters)
- Description — full details of the issue or request (max 10,000 characters)
- Category — select the most relevant category (see table below)
- Priority — select how urgently the issue needs attention (default: Medium)
- Optionally attach supporting files
- Click Submit Ticket
After submission the ticket status is set to Pending and the Ocriva team is notified.
NOTE
You can optionally link a ticket to a specific project by passing a projectId via the API. Tickets created through the web UI are scoped to the organization but are not project-specific by default.
Categories
Choose the category that best matches your issue. Category is required and cannot be changed after submission.
| Category | Value | When to Use |
|---|---|---|
| Bug | bug | Something is broken or behaving incorrectly |
| Feature Request | feature_request | You want a new capability or improvement |
| Support | support | General help, how-to questions, configuration guidance |
| Billing | billing | Charges, credit balance, invoices, or payment issues |
| Other | other | Anything that does not fit the categories above |
Priority Levels
Priority signals how urgently the Ocriva team should treat your ticket. You can set it when creating a ticket and update it later. Default is Medium.
| Priority | Value | Meaning |
|---|---|---|
| Low | low | Minor inconvenience, no blocking impact |
| Medium | medium | Normal issue affecting workflow, workaround exists |
| High | high | Significant disruption, no clear workaround |
| Critical | critical | Service is completely blocked or data may be at risk |
IMPORTANT
Reserve Critical for genuine emergencies such as data loss, security concerns, or total processing failure. Misuse of high priority slows down the team's ability to respond to actual emergencies.
Ticket Lifecycle
Every ticket moves through a defined set of statuses from creation to resolution.
| Status | Description |
|---|---|
pending | Ticket has been submitted and is awaiting triage |
open | Ticket has been reviewed and is in the support queue |
in_progress | A team member is actively working on the ticket |
resolved | The issue has been fixed or the question has been answered |
closed | Ticket has been closed — no further action expected |
reopened | A previously closed ticket was reopened |
Typical flow:
pending → open → in_progress → resolved → closed
↓
reopenedYou can close your own ticket at any time using the Close button on the ticket detail page. If the problem recurs after a ticket is closed, use the Reopen button to bring it back into the queue without creating a duplicate.
Comments
Once a ticket is created, both you and the Ocriva team can communicate through comments on the ticket detail page.
- Type your message in the Add Comment box and click Add Comment to post
- Each comment can include up to 5 file attachments (same rules as ticket attachments)
- Comments are displayed in chronological order (oldest first)
- You can delete your own comments — click the trash icon next to a comment you authored
File Attachments
You can attach files to both tickets and comments. Files are uploaded to secure cloud storage before the ticket or comment is submitted.
| Rule | Limit |
|---|---|
| Allowed types | PNG, JPEG, GIF, WebP, PDF |
| Max file size | 10 MB per file |
| Max files per ticket / comment | 5 files |
To attach files when creating a ticket:
- Click the attachment area (or drag and drop files onto it)
- Select one or more files — invalid types or oversized files are rejected immediately
- Image thumbnails are shown as previews; PDF files appear as an icon with the filename
- Remove any file before submission by clicking the × on its preview
- Files are uploaded automatically when you click Submit Ticket
The same process applies when adding attachments to a comment on the ticket detail page.
Filtering and Searching Tickets
The ticket list supports both filtering and free-text search:
- Status tabs — filter by All, Pending, Open, In Progress, Resolved, or Closed
- Search — searches across ticket subject and description with a 300 ms debounce
- Pagination — 20 tickets per page; navigate with the Previous / Next buttons
Tips for Effective Tickets
- Be specific in the subject. "Processing fails on PDF upload in Project X" is more useful than "Something is broken".
- Include reproduction steps. List the exact actions you took before the problem occurred.
- Attach screenshots or error outputs. A screenshot of an error message is often faster to triage than a text description.
- Choose the right category. Billing tickets are routed to a different queue than technical bugs — using the correct category reduces handling time.
- One issue per ticket. Avoid combining multiple unrelated problems in a single ticket. If a new issue appears after submitting, open a separate ticket.
- Reopen instead of duplicating. If the same problem recurs after a ticket is closed, reopen the original ticket rather than creating a new one. This preserves the full history.