Tickets
Get support by creating a support ticket
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 [email protected].
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
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:
General: General inquiries, account questions, product information, and requests that don't fit other categories
Report Bug: Technical issues, software crashes, error messages, and other system problems
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
From the side menu, click Support
Click on Tickets
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
Submitting the Ticket
Review all entered information for accuracy
Click the SUBMIT button to create your ticket
You'll receive email notifications when our team responds
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
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
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.
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