Tickets
Get support by creating a support ticket
Overview
A support ticket is a document that records interactions between a customer and a customer support team. We offer free support to all Labii customers through our ticketing system. A Labii representative will contact you shortly after submitting a ticket. If you do not receive a response within 24 hours, please reach out to us at help@labii.com and we will promptly assist you.
Ticket status
By using ticket statuses, it helps both you and our support team to understand the current state of the ticket and what actions are needed to resolve the issue or request in a timely and efficient manner.
Open: This ticket status indicates that the ticket has been received and is currently being reviewed by our support team. We are actively working on a resolution for the issue or request submitted.
Pending Labii Action: This ticket status indicates that the ball is currently in our court. We may need to gather more information or work on a resolution for the issue or request. We will keep you informed on our progress and update the ticket status accordingly.
Pending Customer Action: This ticket status indicates that we are waiting for a response or action from you. We may have requested more information or need your approval before proceeding with a resolution. Please respond to the ticket as soon as possible so we can continue to work on your request.
Close: This ticket status indicates that the issue or request has been resolved to your satisfaction, or that no further action is required. We may also close the ticket if we have not received a response from you in a certain amount of time. If you have any further issues or concerns, please do not hesitate to reopen the ticket or create a new one.
Ticket types
By categorizing your tickets, it helps our support team to better understand the nature of your request and respond to it in a timely and efficient manner.
General: This ticket category is for general inquiries or requests that do not fit into any other category. It may include questions about account information, general product information, or other general inquiries.
Report bug: This ticket category is for reporting technical issues or bugs that you have encountered with our products or services. It may include issues such as error messages, software crashes, or other technical problems.
Other: This ticket category is for inquiries or requests that do not fit into any of the other categories. It may include requests for new features or functionality, suggestions for improving our products or services, or other miscellaneous requests.
Add ticket
Creating a support ticket is an important step towards getting help with an issue you may be experiencing. Here's how you can create a support ticket that includes the necessary fields of category, name, description, and record:
From the side menu, click Support
Click on the Tickets option
Look for the "New Ticket" button. Click on it.
Select the category that best matches the issue you are experiencing. This will help our support team to route your ticket to the right department and respond more efficiently.
Enter your name in the "Name" field. This can be the short description of your ticket.
In the "Description" field, describe the issue you are experiencing in as much detail as possible. If applicable, include any relevant files or screenshots that may help our support team to diagnose the issue. This will help our support team to understand the issue and provide an appropriate solution.
In the "Related Record" field, enter any relevant information related to the issue you are experiencing. This could be a experiment note, a file.
In the "People" field, choose a user if you wish to reassign the ticket to a different person.
Once you have filled out all the necessary information, click the "Submit" button.
Your support ticket will be sent to our support team, and we will respond as soon as possible. Please note that you will receive an email notification once we have responded to your ticket.
LabiiGPT Answer
LabiiGPT is a question answering (QA) model that has been specifically trained on Labii's documentation to provide users with answers on how to use Labii.
You can click Generate answers button to get an answer based on your ticket description. If your question is resolved, kindly close the ticket. If not, please await assistance from a Labii representative for further answers.
Add comment
Adding comments to a support ticket is a great way to provide additional information or ask questions about your issue. Here's how you can add a comment to your support ticket:
Find the support ticket that you would like to add a comment to and click on it.
You will see a button labeled "Add Comment" at the bottom of the page. Click on it to open the comment field.
Type your comment in the text box. You can insert pictures, add any additional information you may have.
Once you have finished typing, click the "Submit" button.
Your comment will be sent to our support team, and we will respond as soon as possible. Please note that you will receive an email notification once we have responded to your comment.
Labii representatives will respond to your ticket by adding a comment. You can also add any additional questions by adding a comment.
Schedule a meeting
If you would like to engage the services of our Labii representative to address your concern, please utilize the provided buttons to arrange a meeting with our team.
Close ticket
Closing a support ticket is an important step in the support process. Here's how you can close a support ticket:
Find the ticket you want to close in your ticket list.
Click on the ticket to open it.
Check if the issue has been resolved to your satisfaction. If it has, proceed to the next step. If not, please add a comment to the ticket to explain why the issue has not been resolved.
Click on the "Close" button next to the status field. This will mark the ticket as resolved and move it to your closed tickets history.
If you have any final comments to add, you can add them in the comment box before closing the ticket.
Your support ticket will now be closed. If you need further assistance or have additional questions, you can always open a new support ticket.
Reopen ticket
Reopening a support ticket is a simple process. Here's how you can reopen a support ticket:
Find the ticket you want to reopen in your closed tickets history.
Click on the ticket to open it.
Click the "Reopen" button at the status field.
If you are adding a comment to request the ticket to be reopened, explain why you need the ticket to be reopened.
Your support ticket will now be reopened, and our support team will be notified. We will respond to the ticket as soon as possible.
Rate and left feedback
We appreciate your feedback and would like to hear about your experience with our support services. Here's how you can rate and leave feedback for a ticket:
Find the ticket you want to rate and leave feedback for in your tickets list.
Click on the ticket to open it.
Scroll down to the bottom of the ticket page where you will see the "Rate and Leave Feedback" section.
Click number of stars to be rate from 1 to 5, with 1 being the lowest rating and 5 being the highest rating.
Type in any comments or feedback you have regarding your experience with our support services in the feedback box.
Your rating and feedback will be recorded in our system, and we will use it to improve our support services in the future.
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