---
description: >-
  How to create and reply to a CollieAi support ticket — submit a subject and
  message, attach screenshots, and track replies through the dashboard and email
  notifications.
icon: messages
---

# Creating tickets

## Creating a New Ticket

1. Click **Support** in the sidebar.
2. Click **New Ticket** in the top-right corner.
3. Fill in the form:

| Field           | Required | Description                                                |
| --------------- | -------- | ---------------------------------------------------------- |
| **Subject**     | Yes      | A brief summary of the issue (max 255 characters)          |
| **Message**     | Yes      | Detailed description of the problem (max 5,000 characters) |
| **Attachments** | No       | Up to 3 screenshots per message                            |

4. Click **Create Ticket**.

The ticket is created with status **Open** and priority **Normal**. Both you and the support team receive an email notification.

## Attaching Screenshots

You can attach images to help illustrate your issue. Click **Attach screenshot** below the message field, or drag and drop files onto the button.

**Allowed formats:** PNG, JPG, JPEG, WebP

**Limits:**

* Maximum **5 MB** per file
* Maximum **3 attachments** per message

Attachments appear as thumbnails in the message thread. Click a thumbnail to open the full-size image in a new tab.

## Replying to a Ticket

1. Click on a ticket in the left panel to open it.
2. Type your reply in the text area at the bottom.
3. Optionally attach more screenshots.
4. Click **Send** (or press `Cmd+Enter` / `Ctrl+Enter`).

You can add replies to any ticket that is not **Closed**.

## Viewing Your Tickets

The **Support** page shows all your tickets in the left panel, sorted by most recently updated. Each ticket displays:

* Subject
* Current status
* Time since last update
* Total message count

Click a ticket to view the full conversation thread on the right.

## Email Notifications

* **When you create a ticket** -- the support team receives an email at the support inbox.
* **When you add a reply** -- the support team is notified of the new message.
* **When the team replies** -- you receive an email with the response and a link to view the ticket in the dashboard.

Emails are notifications only -- all replies must be made through the dashboard.
