Support Tickets

MyStudio includes a built-in support system to help you get assistance when you need it.

Accessing Support

Click Support in the sidebar or navigate to your profile menu and select Get Help.

Creating a Support Ticket

Step 1: Click New Ticket

Click Create Ticket or New Support Request.

Step 2: Describe Your Issue

Fill out the ticket form:

Field	Description
Subject	Brief summary of your issue
Category	Type of issue (Technical, Billing, Feature Request, etc.)
Priority	Urgency level
Description	Detailed explanation of your issue

Step 3: Add Attachments

Optionally attach files to help explain your issue:

• Screenshots
• Error messages
• Relevant documents

Step 4: Submit

Click Submit Ticket to send your request.

Ticket Categories

Choose the category that best fits your issue:

Category	Use For
Technical	Bugs, errors, things not working
Billing	Payments, invoices, subscription
Feature Request	Suggestions for new features
Account	Login, permissions, settings
General	Other questions

Priority Levels

Priority	Response Time	When to Use
Critical	Within hours	System down, can't work
High	Within 24 hours	Major issue affecting work
Normal	Within 48 hours	Standard requests
Low	Within week	Minor issues, questions

Tracking Your Tickets

Ticket List

View all your tickets with:

• Ticket number
• Subject
• Status
• Last updated
• Response count

Ticket Status

Status	Meaning
Open	Ticket submitted, awaiting response
In Progress	Being worked on
Waiting on You	We need more information
Resolved	Issue has been fixed
Closed	Ticket completed

Viewing Ticket Details

Click any ticket to see:

• Full conversation thread
• All attachments
• Status history
• Response timeline

Responding to Tickets

When support responds, you can:

1. Read their response
2. Provide additional information
3. Confirm the issue is resolved
4. Ask follow-up questions

Adding a Response

1. Open the ticket
2. Type your reply
3. Add attachments if needed
4. Click Reply

Resolving Tickets

When your issue is fixed:

1. Open the ticket
2. Confirm the solution worked
3. Click Mark Resolved

Or simply reply confirming the fix, and support will close the ticket.

Reopening Tickets

If an issue returns:

1. Open the resolved ticket
2. Click Reopen
3. Explain what's happening now

Best Practices

Writing Good Tickets

Be Specific

Include exactly what you were doing, what happened, and what you expected to happen.

Include Context

• Which page were you on?
• What browser are you using?
• When did this start?

Add Screenshots

A picture is worth a thousand words. Capture error messages and unexpected behavior.

Getting Faster Responses

• Choose accurate category and priority
• Provide all relevant details upfront
• Include steps to reproduce the issue
• Respond promptly to follow-up questions

Common Issues

Before Creating a Ticket

Check if your issue is covered in:

• FAQ
• Troubleshooting Guide
• This documentation

Many common questions are already answered!

Quick Fixes

• Page not loading: Clear browser cache, try different browser
• Can't log in: Reset password, check email
• Video not playing: Check internet, try refresh
• Feature missing: Verify your role permissions

Ticket Notifications

You'll receive notifications when:

• Your ticket receives a response
• Ticket status changes
• Ticket is resolved or closed

Configure notification preferences in Settings > Notifications.

For Staff: Support Dashboard

Platform admins can manage all support tickets:

• View all tickets across tenants
• Assign tickets to team members
• Respond with public replies or internal notes
• Track resolution metrics

Privacy

Your support tickets are:

• Visible only to you and support staff
• Not shared with other users
• Kept confidential

Attachments are stored securely and only accessible to relevant parties.

Alternative Support Channels

Beyond tickets, you can also:

• Check our FAQ for common questions
• Visit the Community Forum for discussions
• Email support@mystd.io for urgent issues

Related

• Troubleshooting Guide
• FAQ
• Notifications