Skip to main content

Support

The Support section provides access to SonicBit's ticket-based customer support system, allowing you to create, track, and manage support requests.

Overview​

The Support page offers a ticket management system with:

  • Ticket creation and tracking
  • Conversation history with support staff
  • Status monitoring (open/resolved)
  • File attachment capabilities
  • Search functionality

Support Dashboard​

When you access the Support section, you'll see:

  • A welcome message with helpful information
  • A list of your existing support tickets
  • Status indicators for each ticket (open or resolved)
  • Quick filtering options (All, Open, Resolved)
  • A "+" button to create new tickets
  • Search functionality to locate specific tickets

Filtering Tickets​

The Support interface provides tabs to filter tickets by status:

  • All - View all tickets regardless of status
  • Open - Active tickets awaiting resolution
  • Resolved - Previously resolved issues

Creating Support Tickets​

To create a new support ticket:

  1. Click the "+" button in the top right corner
  2. Fill in the required information:
    • Subject line describing your issue
    • Detailed description of your problem
  3. Click "Submit" to create the ticket

Once submitted, your ticket will appear in the list. You may need to wait 1-2 minutes for it to appear, and you'll receive an email confirmation.

Ticket Details View​

When you select a ticket, you'll see a detailed conversation view that includes:

  • The ticket subject/title at the top
  • Complete message history between you and support agents
  • Timestamps for each message
  • Status indicators showing if the ticket is open or resolved
  • A reply area at the bottom for continuing the conversation

Replying to Tickets​

You can continue the conversation on any ticket:

  1. Type your response in the reply area at the bottom of the conversation
  2. Add attachments if needed by clicking the upload button
  3. Click "Reply" to send your message

Your replies will be immediately added to the conversation thread.

File Attachments​

The support system allows you to attach files to your replies:

  • Click the attachment button to select files
  • View uploaded files before sending your reply
  • Remove unwanted files before sending

Attachments appear within the conversation thread and can be downloaded by clicking on them.

Ticket Management​

Resolving Tickets​

When your issue has been resolved, you can mark the ticket as resolved:

  1. Open the ticket you want to close
  2. Click the "Mark as Resolved" button
  3. The ticket status will change to resolved

Reopening Tickets​

If you need to revisit a resolved issue:

  1. Find the ticket in the "Resolved" tab
  2. Reply to the ticket with any new information
  3. The ticket will automatically reopen

System Status Information​

The Support page provides a link to the SonicBit status page where you can check real-time service availability:

Help Information​

The Support welcome page includes an accordion-style guide with information about:

  • Creating new tickets
  • Navigating through tickets
  • Viewing ticket details
  • Replying to tickets
  • Resolving tickets
  • Reopening tickets

This information helps you effectively use the support system to get the assistance you need.