# Logging a Support Ticket on BotPenguin

#### What are Support Tickets, and why should I log them?

The Support Ticket feature allows users to directly contact the BotPenguin support team from inside the platform. It helps users report issues, share screenshots or recordings, track ticket status, and communicate with the support team in a centralized manner.

The feature is designed to improve issue tracking, reduce resolution time, and provide better visibility into ongoing requests.

***

### When should you use this?

Use this feature when:

* You want to report a bug or technical issue
* You need help with billing, subscriptions, or integrations
* You are trying to track, follow up, or resolve an ongoing issue

***

### Benefits of Logging a Support Ticket

* 🚀 Faster issue resolution through proper team assignment
* 📎 Allows attaching screenshots, recordings, and supporting files
* 🎯 Improves issue clarity with structured information
* 🔄 Enables centralized communication and follow-ups
* 📈 Provides real-time visibility into ticket status and updates

***

## How to Use Log a Support Ticket

1. Log in to your BotPenguin account.
2. Locate the **Support Bot icon** at the bottom-right corner of the platform and click on it.

<figure><img src="/files/Wr3ErA9qrWQozRYjYZ3W" alt=""><figcaption></figcaption></figure>

3. Inside the Support Bot window, click on **“Tickets”**.
4. Click on **“Create New Ticket”**.

<figure><img src="/files/JM0O2YevGou9vXj47URc" alt=""><figcaption></figcaption></figure>

5. Enter a clear title in the **“Issue Title”** field.

{% hint style="info" %}
Example Titles:

* WhatsApp messages not getting delivered
* Unable to purchase message credits
* Instagram bot not responding
* Login issue after password reset
  {% endhint %}

6. Add detailed information in the **“Issue Description”** field. This field includes:
   1. What issue you are facing
   2. When the issue started
   3. Steps to reproduce the issue
   4. Any troubleshooting steps already tried
   5. Error messages received
   6. Expected behavior vs actual behavior

{% hint style="info" %}
Example Description:\
\
Customers are unable to receive replies from the WhatsApp bot since 10 AM IST. I already tried reconnecting the WhatsApp channel and restarting the bot, but the issue still persists.
{% endhint %}

7. Select the appropriate category based on your issue type. The available categories, and some use cases for them are:

| Product Issue                | Billing Issue            | Feature Request              | General Enquiry          |
| ---------------------------- | ------------------------ | ---------------------------- | ------------------------ |
| Bot flow issues              | Payment failures         | Product enhancement requests | General guidance         |
| Dashboard bugs               | Subscription issues      | New feature suggestions      | Platform usage questions |
| Channel integration problems | Invoice requests         | Workflow improvements        | Clarifications           |
| Automation failures          | Credit purchase problems |                              |                          |

8. Upload screenshots, recordings, or supporting files using the attachment option.

<figure><img src="/files/7G6qBwGsdBufzEz7iMQu" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Recommended Attachments:

* Error screenshots
* Screen recordings
* CSV files
* Bot flow screenshots
* Billing invoices
  {% endhint %}

9. Click on **“Submit Ticket”** or **“Create Ticket”**.
10. Open the created ticket anytime to:
    1. Check ticket status
    2. Add follow-up comments
    3. Upload additional attachments
    4. Communicate with the support team

<figure><img src="/files/aWhzbOT1zbJV9f0f3NDi" alt="" width="337"><figcaption></figcaption></figure>

***

### Best Practices

> 💡 Use clear issue titles instead of generic titles like “Not Working”

> ⚠️ Avoid creating multiple tickets for the same issue

> 🚀 Always provide screenshots or recordings whenever possible

> 🎯 Mention troubleshooting steps already attempted before contacting support

> 📌 Clearly mention the affected module or channel (WhatsApp, Instagram, Website Bot, Billing, API, etc.)

***

### Troubleshooting

<details>

<summary><strong>Issue:</strong> Unable to create a ticket</summary>

Refresh the page and ensure all required fields are filled correctly

</details>

<details>

<summary><strong>Issue:</strong> Attachments are not uploading</summary>

Verify file size and supported file formats before uploading

</details>

<details>

<summary><strong>Issue:</strong> No response received on the ticket</summary>

Open the existing ticket and add a follow-up comment instead of creating a duplicate ticket

</details>

<details>

<summary><strong>Issue:</strong> Incorrect category selected</summary>

Add a comment on the ticket requesting category correction or create a new ticket only if necessary

</details>

### FAQs

<details>

<summary>How can I create a support ticket?</summary>

You can create a ticket from the Support Bot available at the bottom-right corner of the platform.

</details>

<details>

<summary>Can I upload screenshots, videos, or other supporting files while creating a ticket?</summary>

Yes, you can upload screenshots, videos, recordings, CSV files, and other supporting documents.

</details>

<details>

<summary>Where can I check the status of my support ticket?</summary>

You can open the ticket from the Tickets section and view statuses such as Pending, In Progress, or Resolved.

</details>

<details>

<summary>Can I add additional comments or follow-ups to an existing ticket?</summary>

Yes, you can add comments directly inside the ticket for follow-ups or additional information.

</details>

<details>

<summary>What information should I include while raising a support ticket?</summary>

Please include the following details for faster investigation and resolution:

* Issue description
* Troubleshooting steps already attempted
* Expected behavior
* Actual behavior
* Screenshots or recordings (if possible)

</details>

<details>

<summary>What happens after I submit a support ticket?</summary>

The ticket gets assigned to the relevant support team for investigation and resolution.

</details>

<details>

<summary>Should I create multiple tickets for the same issue?</summary>

It is recommended to avoid duplicate tickets. Instead, continue communication through comments on the same ticket.

</details>

<details>

<summary>What types of issues can I report through the ticketing system?</summary>

You can report:

* Product bugs
* Billing concerns
* Integration issues
* Feature requests
* General platform-related queries

</details>

***

### Related Articles

* Troubleshooting WhatsApp Bot Issues
* Reconnecting Integrations
* Understanding Ticket Statuses
* Managing Billing and Subscription Queries
* Uploading Attachments in Support Tickets

***

### Support

If you still have questions for our team, write to us at [**support@botpenguin.com**](mailto:support@botpenguin.com). We’ll get back to you within 48 hours.

***

🎉 Congratulations, you have successfully learned how to create and manage support tickets inside BotPenguin!


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