User
Product Support
Create, review or respond to a support or feedback record.
Step-by-step guide
Before you start
Use the account and workspace that own the records. This page does not include administrator configuration forms.
Open this feature
Open /app/support on your application domain. The tasks below name the controls to use after opening the page.
Steps
Use the customer account with the product license. Ticket creation is gated by Smart Support and eligible support coverage in this snapshot.
Open a product support ticket
- Open the store’s Support area. If it sends you to Smart Support, select the affected product there and describe the problem first.
- If Smart Support does not solve the issue, use the ticket button it provides. The ticket permission is tied to that product/license context.
- In the ticket form, confirm Product and choose Type when appropriate. Do not switch to an unrelated purchase.
- Enter Subject and Content. Review any prefilled troubleshooting text, add the steps already tried, the exact error and expected result.
- Optionally select relevant Labels. Remove credentials, access tokens and unrelated customer data from the message.
- Select Submit ticket once. Check the resulting ticket and keep its reference.
Fields shown in the interface
| Field or setting | What to enter or choose |
|---|---|
| Product | The eligible product license selected through the support flow. |
| Type | Choose the relevant request type if available. |
| Subject | Required short summary of the issue. |
| Content | Required explanation, reproduction steps and visible error. |
| Labels | Optional labels that describe this ticket. |
Check the result
- The ticket contains the intended product, subject and troubleshooting context.
- A return to Smart Support means the ticket prerequisite has not been satisfied; it is not a completed ticket submission.
Problems and validation
| Problem | What to do |
|---|---|
| Please use Smart Support first | Return to Smart Support and use the ticket button shown after the unresolved conversation. |
| Support has expired or is invalid | Review the selected license and its support coverage in Purchases. |
| Subject or content is missing | Complete both fields and submit once more after validation. |
Technical reference
Sources for these task instructions
Role-scoped source references
Pinned commit: 275481cdd3c8519a24c5ecf5cac3e11ceb1708d8
Source-only route information
| Method | Source-default route |
|---|---|
| RESOURCE | /app/support |
| GET | /app/support/new-ticket |
| POST | /app/support/list |
| POST | /app/support/save |
| POST | /app/support/resolved |
| GET | /app/support/ticket/{any} |
| POST | /app/support/save_comment |
| POST | /app/support/load-comment |
Unmapped fields — not user instructions
These fields belong to this role’s source handler, but their screen labels were not confirmed.
| Source key | Handler |
|---|---|
| ticket | modules/AppProductSupport/app/Http/Controllers/AppProductSupportController.php |
| license_id | modules/AppProductSupport/app/Http/Controllers/AppProductSupportController.php |
| subject | modules/AppProductSupport/app/Http/Controllers/AppProductSupportController.php |
| content | modules/AppProductSupport/app/Http/Controllers/AppProductSupportController.php |
| comment | modules/AppProductSupport/app/Http/Controllers/AppProductSupportController.php |