How to Submit a Support Ticket

Step 1: Open the Assistant

From any screen in the Content Cockpit:

• Click on the chat icon (1) in the top-right corner
• This opens the TRIFFT Assistant
• Click on Create a ticket (2) to start the process

Step 2: Fill in the Ticket Details

In the ticket submission window, fill out the following:

1. Select Priority

   • Choose the severity of the issue
   • Helps us prioritize based on urgency
   
   
   

2. Select Impacted Area

   • Indicate which part of the TRIFFT service is affected
   
   
   

3. Upload Attachment (Optional)

   • Add screenshots or files to help us understand the issue better

4. Describe the Issue

   • Provide as much detail as possible
   • Include what you were doing, expected behavior, and what actually happened
   • Don't forget to provide IDs (coupon ID, member ID, etc.)

5. Submit the Ticket

   • Click "Create a ticket" button to send your request to our support team
   
   

Step 3: Track and Update Your Ticket

• Once submitted, your ticket will appear on the Assistant home screen under "Recent tickets".

• You can also access your ticket list anytime via the "Tickets" button in the Assistant.

• To edit or add more info just click on the ticket, scroll to the bottom and click "Send us a message" to add more details.

  
  

Step 4: Ticket Resolution

• When our support team replies, you’ll receive a notification

• The Assistant home screen will display updates for any active tickets

• Once the issue has been resolved, the ticket status will update to "Resolved"

• This system ensures your issue reaches the right team quickly and that all communication is neatly tracked in one place.