Support tickets
Open a ticket with the Novadesko team, choose the type and priority, follow the status, reply and close.
The Support page centralises your requests to the Novadesko team: a bug, a question about your subscription, a suggestion. Each request is a numbered ticket, with a type, a priority and a status. The exchange then takes place in Messenger, like an ordinary conversation.
- Four counters summarise your tickets.
- Each ticket is listed with its status.
- Click New ticket.
- The creation window opens.
- Pick the request type.
- Enter a short subject.
- Describe your request in the message.
- The create button sends the request and opens the thread.
What you will do
- Open a ticket with the right type and priority.
- Follow its progress and reply.
- Close the ticket once the request has been handled.
Open a ticket
- Open Support in the menu and click New ticket.
- Choose the « Type de demande » (request type) among the cards offered.
- Enter a Subject (summary of the request). Without a subject, the type name is used.
- Choose the Priority: Low, Medium (default) or High.
- Write the Message as precisely as possible: 5 characters minimum.
- Click « Créer le ticket » (create the ticket). The message « Ticket #… créé » (ticket #… created) confirms and the ticket thread opens in Messenger.
| Request type | When to use it |
|---|---|
| Technical issue | Malfunction, error message or bug. |
| Feature request | Suggestion for a new feature or an improvement. |
| Account issue | User account, login or profile. |
| Module issue | Problem specific to a module or a particular feature. |
| Billing / Payment | Question about your subscription, your invoices or your payments. |
| General support | Any other question or request for help. |
The window recalls the response time: « Réponse habituelle sous 24 h ouvrées. » (usual reply within 24 working hours).
For a bug, state the screen concerned, the action performed, the message displayed and, if possible, the document number. Support may ask you for your support code, visible in the settings.
Follow your tickets
The Support page shows four counters (Open tickets, Pending, Resolved, Avg. time) followed by the list of tickets, most recent first. The « Rechercher un ticket... » (search a ticket) field filters on the subject, the number or the last message; the All statuses and All types lists narrow it down.
- Search a ticket by subject or number.
- Filter by status.
- Filter by request type.
- The badge shows the ticket status.
Each line shows the subject, the number ("#12170"), the status badge, the type, the number of messages, a High or Low badge if the priority is not medium, the date of the last update and, where relevant, an unread-messages pill.
| Status | Meaning |
|---|---|
| Open | Ticket received, being handled by support. |
| Pending | Support is waiting for information from you. |
| Urgent | Ticket flagged as priority by support. |
| Resolved | An answer has been given; the ticket can still be viewed. |
| Closed | Ticket closed, no further reply possible. |
Each reply from support and each status change generates a notification ("New reply to your ticket", "Ticket status changed").
- The Support tab shows tickets only.
- Click the ticket to open it.
- The ticket thread appears on the right.
- A closed ticket no longer accepts replies.
Reply
- Click the ticket from Support, or open the Support tab in Messenger.
- The header shows "Support #number", the subject, the type and the status badge.
- Type your reply in « Écrivez votre message… » (write your message) and press
Enter.
The thread refreshes every 6 seconds, so you see support's reply without reloading. Attachments are not available in a ticket.
Close a ticket
- In the thread header, click Close.
- Confirm « Fermer ce ticket ? » (close this ticket?) with « Fermer le ticket » (close the ticket). « Vous pourrez toujours le consulter. » (you will still be able to view it).
The ticket switches to Closed and the input field is replaced by « Ce ticket est fermé. Ouvrez un nouveau ticket pour une autre demande. » (this ticket is closed; open a new ticket for another request). Support can also close a resolved ticket on its side.
A closed ticket cannot be reopened from the app. For a new question on the same subject, create a new ticket and quote the old number.
Other ways to reach us
At the bottom of the Support page, the app shows the team's contact details: "Contact support: 0800 73 839 · support@novadesko.com". The phone number applies during support opening hours; outside them, prefer a ticket, which keeps a record of the exchange.