Documentation | API Reference

Overview

The Technical Support module provides a ticket-based system for users to report issues, request features, and get help from the support team. Each ticket tracks the full conversation history with comments, file attachments, and status changes.

Support Tickets

Create tickets with a subject and detailed description. Each ticket receives a unique number for easy tracking.

Comments & Discussion

Add comments to tickets to provide additional information or ask follow-up questions. Full conversation history is preserved.

File Attachments

Attach files to tickets and comments. Supports drag & drop, file picker, and paste from clipboard (Ctrl+V) for screenshots.

Status Tracking

Track ticket progress through defined statuses from creation to resolution. Clear visibility into what needs attention.

Notifications

Receive email and Telegram notifications when tickets are updated, commented on, or change status.

Privacy

Tickets are private between the user and the support team. Other users cannot see your tickets.

Creating a Ticket

To create a new support ticket, follow these steps:

1

Open Support Page

Navigate to the Technical Support section from the main menu or user menu.

2

Fill in Details

Enter a clear subject line and a detailed description of your issue or request. The more details you provide, the faster we can help.

3

Attach Files (Optional)

Attach screenshots, documents, or other files. You can drag & drop files, use the file picker, or paste images from clipboard with Ctrl+V.

4

Submit Ticket

Click the submit button. Your ticket will be created with status "Open" and the support team will be notified.

Ticket Statuses

Each ticket goes through a defined lifecycle of statuses:

Open

Ticket has been created and is waiting for the support team to review it.

In Progress

The support team is actively working on the issue.

Waiting for User

The support team needs additional information from you. Please check the latest comment and respond.

Waiting for Admin

You have provided the requested information and the ticket is waiting for the support team to continue.

Resolved

The issue has been resolved. You can reopen the ticket by adding a new comment if the problem persists.

Closed

The ticket is closed and no further action is needed. Closed tickets are kept for reference.

Status Flow:

Open → In Progress → Waiting for User / Waiting for Admin → Resolved → Closed

Adding Comments & Files

You can add comments and attach files to any open ticket to provide more information or respond to the support team.

Adding Comments

Type your message in the comment field at the bottom of the ticket page and click submit. Your comment will be visible to you and the support team.

Attaching Files

There are several ways to attach files to a ticket or comment:

Paste from Clipboard

Take a screenshot or copy an image, then press Ctrl+V (Cmd+V on Mac) to paste it directly into the ticket. Ideal for quickly sharing screenshots of errors.

Drag & Drop

Drag files from your file manager directly onto the file upload area in the ticket form.

File Picker

Click the attach button to open the file picker dialog and select files from your device.

File Limits:

Maximum file size: 10 MB per file
Supported formats: images (JPG, PNG, GIF, WebP), documents (PDF, DOC, DOCX, XLS, XLSX), archives (ZIP, RAR)

API Integration

Access the ticket system via REST API (requires JWT authentication):

GET    /api/v1/tickets                        - List your tickets
POST   /api/v1/tickets                        - Create a new ticket
GET    /api/v1/tickets/{id}                   - Get ticket details
PUT    /api/v1/tickets/{id}                   - Update ticket
POST   /api/v1/tickets/{id}/comments          - Add a comment
GET    /api/v1/tickets/{id}/comments          - List ticket comments
PUT    /api/v1/tickets/{id}/status            - Change ticket status

Create Ticket Example

Create a new ticket with file attachments using multipart/form-data:

POST /api/v1/tickets
Content-Type: multipart/form-data

subject: Login page returns 500 error
description: When I try to log in with my Google account, the page shows a 500 error...
files[]: screenshot.png
files[]: error_log.txt

Example Response

{
  "id": 42,
  "subject": "Login page returns 500 error",
  "description": "When I try to log in with my Google account...",
  "status": "open",
  "createdAt": "2026-03-29T10:15:00+00:00",
  "updatedAt": "2026-03-29T10:15:00+00:00",
  "user": {
    "id": 8,
    "name": "John Doe",
    "email": "[email protected]"
  },
  "commentsCount": 0,
  "filesCount": 2,
  "files": [
    {
      "id": 1,
      "originalName": "screenshot.png",
      "mimeType": "image/png",
      "fileSize": 204800,
      "fileSizeFormatted": "200 KB",
      "url": "https://s3.example.com/tickets/42/abc123.png",
      "createdAt": "2026-03-29T10:15:00+00:00"
    },
    {
      "id": 2,
      "originalName": "error_log.txt",
      "mimeType": "text/plain",
      "fileSize": 1024,
      "fileSizeFormatted": "1 KB",
      "url": "https://s3.example.com/tickets/42/def456.txt",
      "createdAt": "2026-03-29T10:15:00+00:00"
    }
  ]
}

Swagger / OpenAPI

Full API documentation with interactive testing is available in Swagger UI: /api/v1/doc