Tickets

Overview

The Labii Ticket System is a comprehensive support platform that allows customers to submit, track, and manage support requests. We provide free support to all Labii customers through our integrated ticketing system. Our support team is committed to responding to tickets promptly, and you can expect a response within 24 hours. If you don't receive a response within this timeframe, please contact us directly at help@labii.com.

The ticket system offers multiple ways to get help:

• AI-powered assistance through LabiiGPT for instant answers
• Human support from our experienced Labii team
• Scheduled meetings for complex issues requiring personalized attention
• Collaborative features like comments and file attachments

It also includes a privacy option through the Should Encrypt checkbox. When enabled, ticket details and comment details are excluded from email notifications.

Accessing the Ticket System

To access the ticket system:

Navigate to the Support dropdown from the top navigation bar

Click on Tickets to view your tickets or create new ones

Tickets List View

The tickets list provides an overview of all your support tickets with the following information:

• Status: Current state of the ticket (Open, Pending Labii Action, Pending Customer Action, Closed, Backend, Backend Open, Backend Pending Labii Action, Backend Pending Customer Action)
• Name: Brief title or description of the ticket
• Category: Type of issue (General, Report Bug, Other)
• Personnel: Assigned team member handling the ticket
• Date Created: When the ticket was submitted

Filtering Tickets

Use the filters on the left sidebar to organize and find specific tickets:

• All tickets: View all tickets regardless of status
• Open: Active tickets currently being worked on
• Pending Labii Action: Tickets awaiting action from our team
• Pending Customer Action: Tickets awaiting your response
• Closed: Resolved tickets
• Backend: Technical tickets handled by backend team
• Backend Open: Active backend technical tickets
• Backend Pending Labii Action: Backend tickets awaiting Labii action
• Backend Pending Customer Action: Backend tickets awaiting your response

Search Functionality

Use the search bar at the top of the tickets list to quickly find specific tickets by typing keywords, ticket names, or pressing Enter/ESC to clear the search.

Ticket Categories

Proper categorization helps our support team route tickets efficiently and provide faster resolution:

1. General: General inquiries, account questions, product information, and requests that don't fit other categories
2. Report Bug: Technical issues, software crashes, error messages, and other system problems
3. Other: Feature requests, suggestions for improvements, and miscellaneous inquiries

Creating a New Ticket

To submit a support ticket and get help with your issue:

Accessing the Ticket Form

1. From the side menu, click Support
2. Click on Tickets
3. Click the + ADD TICKET button to open the ticket creation form

Filling Out the Ticket Form

Required Fields

Category (Required)

• Select the category that best describes your ticket type
• Choose from: General, Report Bug, or Other
• This helps route your ticket to the appropriate team member

Name (Required)

• Enter a clear, descriptive title for your ticket (max 100 characters)
• Use the GENERATE button for AI-assisted title suggestions based on your issue description
• Example: "Unable to save experiment data" or "Login error on mobile device"

Issue Description (Required)

• Provide a detailed description of the problem or question
• The system includes helpful guidelines: "Kindly follow the guidelines below to help us quickly reproduce your issue and provide prompt assistance."
• Include two key sections:
  • Issue details: Describe the problem you're experiencing
  • Steps to reproduce: Explain how to recreate the issue, including actions taken leading up to it
• Use the rich text editor to format your description, add links, or insert images
• Include screenshots, error messages, or relevant files to help our team understand the issue

Optional Fields

Record

• Link to a specific table, record, or file related to your issue
• Select from available options to provide better assistance context
• Helps our team understand the specific data or feature you're working with

Personnel

• Assign the ticket to a specific team member if desired
• If left blank, it will be automatically assigned based on the category and workload
• Current user is selected by default

Watchers

• Select additional team members who should receive notifications about ticket updates
• Choose "Select all that apply" to notify multiple people
• Useful for keeping relevant stakeholders informed

Should Encrypt

• Enable this checkbox when ticket content should be treated as sensitive
• When checked, email notifications are still sent, but the ticket details are not included in the email body
• Full details remain available in Labii after recipients open the ticket in the application

Submitting the Ticket

1. Review all entered information for accuracy
2. Click the SUBMIT button to create your ticket
3. You'll receive email notifications when our team responds
4. The ticket will appear in your tickets list with an "Open" status

Ticket Detail View

Once you've created or selected a ticket, the detail view provides comprehensive information and interactive features to help resolve your issue.

Ticket Information Section

The top section displays:

• Issue Description: Shows the full description of your problem
• Record: Displays any linked records or files related to the issue
• Edit Button: Allows you to modify ticket details if needed

Getting Help with AI Assistance

LabiiGPT Answerer

LabiiGPT is an AI-powered assistant specifically trained on Labii's documentation and knowledge base to provide instant, accurate answers to your questions.

How to use LabiiGPT:

In the AI Assistance section of your ticket detail view, you'll see "LabiiGPT Answerer"

The AI automatically analyzes your ticket description

Click GET ANSWER WITH LABIIGPT to receive an immediate response

LabiiGPT provides answers based on Labii's documentation and knowledge base

What LabiiGPT can help with:

• How-to questions about Labii features
• Troubleshooting common issues
• Best practices for using Labii
• Navigation and workflow guidance

When to use LabiiGPT:

• For quick answers to straightforward questions
• Before escalating to human support
• To get immediate help outside business hours
• For learning about Labii features and capabilities

If LabiiGPT resolves your issue, you can close the ticket immediately. If you need additional assistance or the AI response doesn't fully address your concern, continue to the human support options below.

Human Support from Labii Team

When you need personalized assistance from our experienced support team, several options are available:

Comments and Communication

The Comments section facilitates ongoing communication between you and our support team:

Adding Comments:

Navigate to your ticket detail view

Scroll to the Comments section

Click the + ADD COMMENT button

Type your message, question, or additional information

Use the rich text editor to format text, add links, or insert images

Attach files or screenshots if helpful

Click Submit to post your comment

Comment Features:

• Real-time communication with support representatives
• File and image attachments
• Rich text formatting options
• Email notifications for new responses
• Complete conversation history

info

If Should Encrypt is enabled on a ticket, email notifications will not include ticket detail content or comment detail content. Recipients must open the ticket in Labii to view full information.

Best Practices for Comments:

• Provide specific details about your issue
• Include error messages or screenshots when relevant
• Ask follow-up questions clearly
• Update the ticket with any changes to your situation

Response from Support Team

• Labii representatives respond by adding comments to your ticket
• You'll receive email notifications for each response
• For tickets with Should Encrypt enabled, emails do not include ticket or comment details
• Response times are typically within 24 hours during business days
• Support team may request additional information or provide step-by-step solutions

Scheduling Support Meetings

For complex issues requiring personalized attention or screen sharing, you can schedule one-on-one meetings with our support team:

When to Schedule a Meeting:

• Complex technical issues requiring screen sharing
• Training sessions for new features
• Detailed implementation discussions
• Multiple related issues that need comprehensive review
• Urgent matters requiring immediate attention

How to Schedule:

In your ticket detail view, look for the BOOK SUPPORT MEETING button

Click the button to access our scheduling system

Choose from available time slots that work with your schedule

Provide meeting details and agenda items

Receive calendar invitations and meeting links

Meeting Benefits:

• Real-time problem solving with screen sharing
• Personalized training and guidance
• Direct interaction with Labii experts
• Faster resolution for complex issues
• Opportunity to discuss multiple topics in one session

Ticket Management Actions

Managing Ticket Status

You can manage your ticket status through various actions in the ticket detail view:

Available Actions:

• ACTIONS: Access dropdown menu with additional options
• Status updates based on ticket progress

Closing Tickets

When your issue has been resolved:

Navigate to the ticket in your tickets list

Click on the ticket to open the detail view

Verify that your issue has been completely resolved

If satisfied with the resolution, change the ticket status to "Closed"

Add any final comments if needed before closing

When to Close a Ticket:

• Your issue has been completely resolved
• You've received satisfactory answers to your questions
• The problem no longer exists
• You no longer need assistance with the issue

Reopening Tickets

If you need to reopen a closed ticket:

Find the closed ticket in your tickets list (use the "Closed" filter)

Click on the ticket to open it

Change the status back to "Open" or appropriate status

Add a comment explaining why you're reopening the ticket

Describe any new developments or ongoing issues

Common Reasons to Reopen:

• The issue has reoccurred
• The original solution didn't work completely
• You have additional questions about the same topic
• New related problems have emerged

Feedback and Rating System

The Labii Ticket System includes a comprehensive feedback mechanism to help us continuously improve our support services.

Rating Your Support Experience

In the Feedback section of each ticket:

Rating Process:

Scroll to the Feedback section at the bottom of your ticket detail view

Rating: Click on the star rating system (1-5 stars)

• 1 star: Poor experience
• 2 stars: Below expectations
• 3 stars: Average experience
• 4 stars: Good experience
• 5 stars: Excellent experience

Feedback: Provide written feedback about your support experience

Use the EDIT button to modify your rating or feedback if needed

What to Include in Feedback

Helpful feedback includes:

• Quality of the response you received
• Timeliness of support team communication
• Clarity of instructions or solutions provided
• Overall satisfaction with the resolution
• Suggestions for improving the support process
• Specific praise for exceptional service

Why Your Feedback Matters

• Service Improvement: We use feedback to enhance our support processes
• Team Development: Helps train and develop our support representatives
• Quality Assurance: Ensures we maintain high standards of customer service
• Feature Enhancement: Identifies areas where documentation or features need improvement

Your feedback is valuable and contributes to making the Labii support experience better for all users.

Ticket Status Reference

Understanding ticket statuses helps you track progress and know what actions are needed:

Primary Statuses

• Open: Ticket received and actively being reviewed by our support team
• Pending Labii Action: Waiting for our team to respond or take action
• Pending Customer Action: Waiting for your response or additional information
• Closed: Issue resolved or no further action required

Best Practices for Using the Ticket System

Creating Effective Tickets

• Use descriptive, specific titles
• Provide detailed problem descriptions
• Include steps to reproduce issues
• Attach relevant screenshots or files
• Select appropriate categories and personnel

Communication Tips

• Respond promptly to requests for additional information
• Keep communication professional and clear
• Update tickets when situations change
• Use comments for ongoing dialogue

Getting Faster Support

• Try LabiiGPT first for quick questions
• Search existing documentation before submitting
• Provide complete information upfront
• Use appropriate ticket categories
• Schedule meetings for complex issues

Following Up

• Check email notifications regularly
• Review ticket status changes
• Provide feedback after resolution
• Close tickets when satisfied with solutions

The Labii Ticket System is designed to provide you with multiple pathways to get the help you need, from instant AI assistance to personalized human support and scheduled consultations.