---
title: "Support Requests | Console | Ilmiya Documentation"
description: "Submit and manage support tickets from the Console Inbox — track status, set priority, and communicate with the Ilmiya support team."
url: "https://ilmiya.com/docs/console/inbox/support-requests/"
language: "en"
---

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# Support Requests

The **Support Requests** tab is where you submit and manage help tickets for issues or questions that need assistance from the Ilmiya support team. Each ticket has a priority level, category, status, and a reply thread to track the resolution.

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## Accessing Support Requests

1.  Click the **inbox icon** in the top navigation to open your notifications panel.
2.  Click **Full Inbox** at the bottom of that panel.
3.  Select the **Support Requests** tab.

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## What the Support Requests List Shows

| Column | Description |
| --- | --- |
| **Title** | Short description of the issue |
| **Status** | Current state of the ticket |
| **Priority** | Urgency level |
| **Category** | Type of issue |
| **Created** | When the ticket was submitted |

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## Creating a Support Request

1.  Click the **+** (Create new) button in the Inbox header.
2.  Select **Support Case**.
3.  Fill in the form:
    -   **Title** — A clear, short description of the issue
    -   **Description** — Full details of the problem or request
    -   **Category** — Bug, Feature Request, Question, Account, Billing, or Other
    -   **Priority** — How urgent the issue is (defaults to Medium)
    -   **Screenshot (Optional)** — Optionally attach a file to help explain the issue
4.  Click **Save Ticket**.

The ticket is created and appears in your Support Requests list with **Open** status. Submitting also sends an email straight to Ilmiya’s support inbox, alerting the support team outside the app as well.

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## Priority Levels

| Priority | Use when |
| --- | --- |
| **Low** | Minor issue, no immediate impact on teaching |
| **Medium** | Affecting some functionality but a workaround exists |
| **High** | Significantly impacting teaching or student access |
| **Urgent** | Complete blocker — cannot teach or students cannot access the platform |

> **Tip**
>
> Set the correct priority when submitting — Urgent tickets are handled first. Don’t mark everything as Urgent or the signal loses value.

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## Ticket Status Workflow

| Status | Meaning |
| --- | --- |
| **Open** | Submitted — awaiting review by support |
| **In Progress** | Support team is actively working on it |
| **Need More Info** | Support needs additional details from you before continuing |
| **Resolved** | Issue fixed or question answered |
| **Cancelled** | Withdrawn — no longer being pursued |
| **False Request** | Determined not to be a valid issue |

> **Note**
>
> Only Ilmiya’s support team can change a ticket’s status — there’s no status dropdown on your side. You can still edit the ticket’s title, description, priority, and category after submitting.

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## Adding Replies to a Ticket

Once a ticket is created, you can add follow-up information:

1.  Click the ticket to open it.
2.  Scroll to the **Comments** section.
3.  Click in the **Write a reply…** box at the bottom.
4.  Type additional details or a follow-up message — you can attach a file here too.
5.  Send.

Support team replies will also appear in this thread.

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## Notifications

You’re notified:

-   When your ticket is created (a confirmation)
-   Whenever support updates it
-   Specifically when it’s marked Resolved
-   When support replies — both in-app and by email

Your own replies never notify you.

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## Editing and Deleting Tickets

-   Open the **Actions** menu on a ticket row and click **Edit** to update its title, description, category, or priority
-   Open the **Actions** menu and click **Delete** to permanently remove a ticket — any user in your organization can delete a ticket, not just the person who created it

> **Caution**
>
> Deleting a ticket only removes the ticket itself — its replies are **not** deleted along with it. Only delete tickets that were submitted by mistake.

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Overview](https://ilmiya.com/docs/console/inbox/)

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