Tracking and Replying to Support Tickets

Tracking and Replying to Support Tickets

• View all your open and resolved support tickets in one place
• Reply to team responses and track your ticket's progress
• See feature request status and know when requested features ship

Viewing Your Support Tickets

All your support tickets are organized in your support dashboard, where you can see at a glance which issues need attention and which have been resolved.

1. From your BakeOnyx dashboard, click Support in the main menu.
2. You'll see a list of all your tickets, including:

• Ticket number — a unique ID for reference
• Status — shows if the ticket is open, waiting on you, or resolved
• Priority — indicates how urgent the issue is
• Category — the type of issue (billing, technical, feature request, etc.)
• Creation date — when you submitted the ticket

Opening a Ticket and Reading the Conversation

Click any ticket from the list to open it and see the full conversation thread between you and the BakeOnyx support team.

1. Click the ticket you want to view.
2. The ticket detail page opens, showing:

• The original issue description you submitted
• All replies from the support team, with timestamps
• Any system messages (like status changes)
• Your replies in the conversation thread

Replying to Your Support Ticket

When the support team responds to your ticket, you can reply directly in the conversation to provide more information or confirm that your issue is resolved.

1. Scroll to the bottom of the ticket detail page.
2. Click in the reply text box and type your message.
3. If you want to attach a photo or screenshot (for example, to show an error), click Attach Image and select the file from your computer.
4. Click Send Reply to post your message.

Understanding Ticket Status

Your ticket's status tells you where things stand:

• Open — The team is actively working on your issue.
• Waiting on Customer — The team is waiting for your reply or more information. When you reply to a ticket in this status, it automatically reopens and moves back to the team's queue.
• Resolved — Your issue has been fixed or your question answered. You can still reply if you have follow-up questions.

Tracking Feature Requests

If you've submitted a feature request, your ticket will display a build status badge showing you exactly where that feature is in development:

• Backlog — The feature has been noted but isn't scheduled yet.
• Planned — The feature is scheduled for a future release.
• In Progress — The team is actively building the feature.
• Shipped — The feature is now live in BakeOnyx!

Next Steps

• Welcome to BakeOnyx — Get oriented with the platform basics
• Understanding Subscription Plans — Learn about your account options
• News Feed and Platform Announcements — Stay updated on new features and improvements