1. Feature Overview
The ticket system is a communication tool provided by the platform that allows users to contact and work with the support team.
Users can submit tickets to report issues or request assistance, and view all ticket statuses and history in the “My Tickets” section. This helps users track the progress of their requests and ensures that issues are handled in a timely manner.
2. My Tickets
(1) Access Path
Navigate through the platform menu:
Customer Center → Support → My Tickets
(2) Feature Description
The page displays a list of ticket records. Users can filter tickets by status using the following tabs:
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Pending
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Answered
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Customer Reply
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Open
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Closed
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Responses
The ticket list includes the following information:
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Issue type
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Subject
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Status
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Last Updated
This allows users to quickly understand the current status of their tickets.
A search box in the upper-right corner also allows users to enter keywords to quickly locate specific tickets.
3. Submit a New Ticket
(1) Access Path
On the “My Tickets” page, click the “Open New Ticket” button to enter the “Open Ticket” page.
(2) Feature Description
Basic Information
Name
The system automatically fills in the user’s name (e.g., “Rak Internal Test”), so manual entry is not required.
Email Address
The system automatically fills in the user’s email address to ensure ticket notifications are delivered correctly.
Subject
Enter a clear and concise subject that summarizes the issue or request, so the support team can quickly identify the main problem.
Issue type
Please select the most appropriate category based on the issue you are experiencing. Choosing the correct category helps route your ticket to the appropriate team more quickly and reduce response time.
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Performance Issue (Technical Support)
Used for technical issues related to platform products or services, such as:-
System errors
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Feature malfunctions
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Network connectivity issues
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Product configuration questions
The technical support team can diagnose, troubleshoot, and resolve technical issues related to platform products such as servers, cloud services, and applications. They can also provide usage guidance and technical optimization recommendations.
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Product issue
Choose this department for product or service purchase inquiries, including:-
Pricing questions
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Package or plan selection
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Promotion details
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Partnership discussions
The sales team helps users select suitable products and explains available packages, promotions, and cooperation options.
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Pricing and Billing issue
Used for financial or billing-related issues, such as:-
Questions about invoice amounts
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Payment method inquiries
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Billing anomalies (e.g., duplicate charges or missing invoices)
The billing team helps review billing details, assist with payments, and handle invoice-related requests.
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Related Service
Select the service associated with the ticket from the dropdown list.
If needed, you can enable the “Hide Inactive Products” checkbox to hide inactive services.
Message Description
In the “Message” editor, provide a detailed description of the issue or request.
You may use formatting tools (such as bold, italic, or links) to improve clarity and help the support team better understand the problem.
Attachments Upload
If supporting files are needed (such as screenshots or logs), click “Choose File” to upload attachments.
Supported file types:
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.jpg
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.gif
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.jpeg
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.png
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.txt
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.pdf
Requirements:
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Maximum size per file: 1 MB
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Chinese characters in file names are not supported
To upload multiple files, click “+ Add More”.
Submit or Cancel
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Click “Submit” to send the ticket to the selected department’s support team.
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Click “Cancel” if you decide not to submit the ticket.
Through the ticket system, users can communicate efficiently with the platform’s support team, resolve issues encountered during service use, and improve the overall support experience.
