Overview
Support tickets are the recommended way to report any issue that may occur in Upnify and keep a written record of the request.
Through support tickets, users can describe the situation, choose the appropriate department, attach screenshots or supporting files, and track the status of the report until it is resolved.
This page explains how Upnify users can request direct support from the Upnify team from inside their account.
1. Access Support Tickets
To access the support ticket section:
- Log in to your Upnify account.
- Go to your Profile.
- Select Support Tickets.
You will see the support ticket section, where you can create a new report or review previous tickets.
2. Before Creating a Report
Before creating a new ticket, we recommend preparing a screenshot of the issue you want to report.
How to prepare a screenshot
- Open the screen where the issue is happening.
- Press the Print Screen key on your keyboard.
- Open an image editor, such as Paint.
- Paste the screenshot.
- Save the file as a JPG image.
This screenshot will help the support team understand the situation more clearly.
Back to top3. Create a Support Ticket
Once you have the information and screenshot ready, you can create a new support report.
Steps
- Go to Profile > Support Tickets.
- Click Report a problem.
- In the Subject field, write a short description of your report.
- Select the department that should receive your request.
- Describe the problem as clearly as possible.
- Click Select file to attach your screenshot or supporting file.
- Save the ticket.
After saving the ticket, Upnify will generate a ticket number and display the status of your report.
4. Select the Right Department
When creating a ticket, select the department that best matches your request.
Use this option when you need help understanding a specific feature or workflow.
Use this option for payment, renewal, billing, or invoice-related questions.
Use this option to share ideas about how Upnify could improve a feature or process.
Use this option to report errors or failures in system functionality.
5. Follow Up on Your Ticket
After your ticket is created, you will be able to see its number and current status.
You may also receive periodic notifications about the status of your report.
To review the full follow-up history, click the ticket from the support ticket list.
Use filters
You can use filters to find your reports more easily by their status.
If you have several tickets, filtering by status can help you quickly find open, pending, or resolved reports.
6. Tips for Better Support
To help the Upnify Support team review your case faster, include as much useful information as possible.
- Write a clear subject.
- Describe what you were trying to do.
- Explain what happened and what you expected to happen.
- Attach a screenshot or supporting file.
- Mention the product, module, or screen where the issue occurred.
- Include the date and approximate time when the issue happened, if relevant.
Please avoid sharing sensitive passwords or private access credentials inside support tickets.