Submitting a Support Ticket

How to submit a support ticket when you need help
Which category and priority level to choose for your issue
How to track your ticket after submission

Getting Started

If you run into a problem, have a question, or want to suggest a feature for BakeOnyx, the best way to get help is by submitting a support ticket. Our team monitors all tickets and will get back to you as quickly as possible.

Support tickets are available to all BakeOnyx users, regardless of your subscription plan. You can submit a ticket anytime, and you'll receive a ticket number to track your request.

How to Submit a Support Ticket

Log in to your BakeOnyx dashboard and click Support in the main menu.
Click the New Ticket button (or the + icon) to start a new request.
Fill in the Subject field with a brief summary of your issue. Keep it clear and specific—for example, "Inventory count not updating" or "Can't export sales report."
Select a Category that best matches your issue:
- Bug Report — Something isn't working as expected
- Feature Request — You'd like to suggest a new feature or improvement
- Billing — Questions about your subscription, payment, or invoice
- General Question — How-to questions or general support
- Data Issue — Problems with missing, incorrect, or lost data
- Feedback — General comments or suggestions about BakeOnyx
Choose a Priority level:
- Low — Nice to have; not blocking your work
- Medium — Affects your workflow but you have a workaround
- High — Significantly impacting your ability to use BakeOnyx
- Urgent — Critical issue preventing you from working
In the Description field, explain your issue in detail. Include:
- What you were trying to do
- What happened (or what didn't happen)
- Any error messages you saw
- Steps we can follow to reproduce the problem (if applicable)
Optionally, upload a screenshot or image to help illustrate the issue. Click Upload Image and select a file from your computer.
Click Submit Ticket to send your request.

Support ticket submission form showing subject, category, priority, and description fields

Tip: Be as specific as possible in your description. The more details you provide, the faster our team can help. If you're reporting a bug, include what you expected to happen versus what actually happened.

After You Submit

Once you submit your ticket, you'll receive a confirmation message with your ticket number. This number follows the format TK-YYMMDD-NNN (for example, TK-240115-042). Save this number—you'll use it to track your ticket and refer to it in any follow-up messages.

Your ticket will be assigned a status badge:

Open — Your ticket has been received and is waiting to be reviewed
In Progress — Our team is actively working on your issue
Waiting on Customer — We need more information from you to move forward
Resolved — We've fixed the issue or answered your question
Closed — Your ticket is complete

Note: If you submitted a feature request, you'll also see a build status badge (Backlog, Planned, In Progress, or Shipped) so you can track whether your suggestion is being developed.

Support ticket list showing ticket numbers, subjects, status badges, and priority indicators

Next Steps

Tracking and Replying to Support Tickets — Learn how to view your ticket status and reply to our team
Understanding Subscription Plans — Review what's included in your subscription
Welcome to BakeOnyx — Get started with BakeOnyx basics