How to Submit Support Tickets and Get Help in SparkyMinis
Support Tickets
Navigate to: Dashboard > Help & Support > Tickets (/dashboard/support/tickets)
If you encounter a bug, have a billing issue, or need hands-on help from the SparkyMinis team, the Ticket system is the right channel. It creates a formal, traceable record of your request so nothing falls through the cracks.
When to Raise a Ticket
Use a support ticket when:
- You encounter a bug or unexpected behaviour.
- A feature works differently from how this documentation describes it.
- You have a billing question (overcharge, downgrade issue, invoice needed).
- You need account-level changes such as data deletion or identity verification.
- A feature is missing and you want to formally request it.
For quick questions, check the FAQ first — it covers the most common queries.
Creating a Ticket
- Navigate to Help & Support > Tickets.
- Click + New Ticket.
- Fill in:
- Subject — A clear, concise title (e.g., "Invoice PDF not generating correctly").
- Category — Bug Report, Feature Request, Billing, Data Issue, or General.
- Priority — Low, Medium, High, or Critical. Be honest — flagging everything as Critical slows resolution times for genuine emergencies.
- Description — Be specific. Include:
- What you did (steps to reproduce)
- What you expected to happen
- What actually happened
- Any error messages you saw
- Attachments — Screenshots, screen recordings, or exported PDFs that illustrate the issue.
- Click Submit Ticket.
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | Submitted and awaiting review by the support team. |
| In Progress | A team member is actively working on your issue. |
| Awaiting Your Reply | We've responded and need more information from you. |
| Resolved | The issue has been fixed or answered. |
| Closed | Ticket has been closed (either resolved or expired). |
Responding to a Ticket
If a ticket is in Awaiting Your Reply status:
- Open the ticket from the Tickets list.
- Read the support team's message in the thread.
- Click Add Reply and type your response.
- Attach any additional files if helpful.
- Click Send Reply.
The ticket status returns to In Progress.
Viewing Ticket History
All past and current tickets are visible in the Tickets list. You can:
- Filter by Status to see only Open or Resolved tickets.
- Search by subject or keyword.
- Click any ticket to read the full conversation thread.
Expected Response Times
| Priority | Target First Response |
|---|---|
| Critical | Within 2 business hours (Teams plan only) |
| High | Within 1 business day |
| Medium | Within 2 business days |
| Low | Within 3 business days |
Support hours are Monday–Friday, 10am–6pm IST (India Standard Time).