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How to Submit Support Requests / Tickets

This guide explains how to easily submit, track, and re-activate support tickets within Accountability.

Step by Step Guides

Viewing & Closing Support Tickets

1. Navigate to the magnifying glass icon and select Support Tickets.

2. On the Search Accountability Support Tickets landing page, you can use the Filters function for a more targeted search.

3. Check the Show Inactive and Show Not Sent boxes to view all the support ticket statuses.

4. Click on the ticket number to view the details.

5. Check the ticket number box and click on the Make Inactive button for all support tickets that have already been resolved.

Tip: You can configure the layout of this screen by selecting the Layout button.

To learn more about the Layout feature, click here.

Create a New Support Ticket

6. Navigate to the magnifying glass icon and select Support Tickets.

7. On the top right-hand side of the screen, click the New Ticket button.

8. The Accountability Support Ticket Number form will be presented.

9. Enter a short Subject, the Severity level, and include details on the body of the form.

10. Click on the Files and Hyperlinks icon to add any supporting documents.

11. Click Upload File button to attach files.

12. After uploading the files, click "X" to close the Files and hyperlink pop-up window.

13. Click Save if you need additional time, or click Send to submit.

The Accountability team will communicate by replying to the support ticket request in the system. The user will also get an email notification.

14. To edit your saved unsent submission, click the Ticket No.

15. Make all the necessary changes and click Send

16. To delete a saved and unsent ticket, click the box next to the Ticket No. and click on the Delete button at the bottom of the page. Support tickets that have already been sent cannot be deleted.

Reactivate a Support Ticket

If you need to reopen a previously submitted support ticket, you can reactivate it directly from the original ticket:

Steps:

  1. Navigate to the magnifying glass icon and select Support Tickets.
  2. Use filters (e.g., Show Inactive) to locate the ticket.
  3. Click on the Ticket No. to open the original ticket.
  4. Within the ticket, check the Active box to reactivate it.
  5. Enter your questions or comments directly in the existing ticket thread 
  6. Click Send 

Important:

  • Reactivating a ticket keeps all communication within the same thread, ensuring context is preserved.
  • Avoid creating a new ticket for the same issue, always update the original ticket when reopening.

Alert: If you are unable to access the system, you can email your support request to [[support@counta.com]]