How to Raise a Support Ticket
Support tickets are how you formally report issues, ask technical questions, or request assistance during your engagement. Using the ticket system ensures nothing falls through the cracks and creates a clear record of every interaction.
When to Raise a Ticket
- Something is not working as expected (bug or outage)
- You have a technical question about your system or deliverable
- You want to request a minor change or improvement within your support scope
- You need guidance on how to use or administer your system
- You want to report a security concern
How to Raise a Ticket
- Log into the portal at crm.progressiverobot.com
- Click Support in the navigation menu
- Click New Ticket
- Complete the form:
- Subject: A clear, concise title (e.g. "Login page error on mobile Chrome")
- Priority: Select based on business impact (P1 Critical / P2 High / P3 Medium / P4 Low)
- Description: Describe what happened, what you expected, and steps to reproduce
- Attachments: Add screenshots, screen recordings, or error logs
- Click Submit
What Happens Next
You will receive an email confirmation with your ticket number. Our support team will acknowledge within the timeframe specified by your SLA. You will receive updates in the portal and by email as the ticket progresses.
Tips for Better Tickets
- One issue per ticket — do not combine multiple unrelated problems
- Include the URL, browser, and device if it is a UI issue
- Include error messages verbatim (copy-paste, do not paraphrase)
- Mention whether the issue has happened before or is new