---
description: >-
  How CollieAi support works — a built-in ticket system for support requests,
  feedback, and feature ideas, with threaded conversations, screenshot
  attachments, email notifications, and status tracking.
icon: headset
---

# Overview

CollieAi includes a built-in ticket system for support requests, feedback, feature ideas, and improvement suggestions. Every ticket is a threaded conversation -- you create a ticket, describe what you need, and the team replies in the same thread.

## Key Features

* **Threaded conversations** -- each ticket is a back-and-forth message thread, like a chat.
* **Screenshot attachments** -- attach PNG, JPG, or WebP images (up to 5 MB each, 3 per message) to illustrate your issue.
* **Email notifications** -- you receive an email when the support team replies, and the team is notified when you create or update a ticket.
* **Status tracking** -- every ticket has a status so you know where things stand.

## Ticket Statuses

| Status          | Meaning                                                       |
| --------------- | ------------------------------------------------------------- |
| **Open**        | Newly created, not yet picked up by the team                  |
| **In Progress** | The team is working on it                                     |
| **Resolved**    | The issue has been addressed                                  |
| **Closed**      | The conversation is finished -- no more messages can be added |

## Ticket Priorities

Priorities are set by the support team to triage incoming tickets:

| Priority   | Meaning                                      |
| ---------- | -------------------------------------------- |
| **Low**    | General question or minor issue              |
| **Normal** | Standard request (default)                   |
| **High**   | Important issue affecting your workflow      |
| **Urgent** | Critical issue requiring immediate attention |

## Getting Started

1. Click **Support** in the sidebar to open the support page.
2. Click **New Ticket** in the top-right corner.
3. Enter a subject and describe your issue.
4. Optionally attach screenshots.
5. Click **Create Ticket**.

See [Creating Tickets](creating-tickets.md) for a detailed walkthrough.

## For Admins

Admins can view and respond to all tickets from the admin panel. See [Managing Tickets (Admin)](managing-tickets.md) for details.
