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How to create a support ticket in Sally AI

Support runs inside Sally. You open a ticket without leaving the app, and everything that follows stays under one ticket number: your description, the files you attach and every reply from us.

Two things happen the moment you ask. While you type the subject, Sally searches the Help Center and offers the articles that match. And once the ticket is in, Sally answers it herself straight away, so you often have a solution before a colleague of ours has read a word.

Quick navigation

  1. Where to find your tickets
  2. Create a ticket
  3. The first answer arrives at once
  4. Replies and history
  5. Close a ticket
  6. Your tickets at a glance

1. Where to find your tickets​

  1. Open Settings at the bottom of the left sidebar.
Sally AI sidebar with the Settings entry at the bottom left
Figure 1: Open Settings
  1. Under Help, select Support tickets.
Settings sidebar of Sally AI with the Support tickets entry under Help
Figure 2: Support tickets sits under Help

The page keeps every request you have ever sent, open and solved alike. New ticket in the top right corner is where a new one begins.

Support page of Sally AI with the New ticket button in the top right corner
Figure 3: New ticket opens the form

2. Create a ticket​

The form comes in two steps. The first one is a single field, because an article may answer your question faster than we can.

2.1. Subject and article suggestions​

Write your issue into the Subject field, the only one that is required. As you type, matching Help Center articles appear underneath. Open one and you may be finished already.

New support ticket panel with a subject and the suggested Help Center articles
Figure 4: The suggestions come straight from the Help Center
Name the thing, not the symptom

The search matches the words you use. Upload recording finds the article about uploading, while Nothing arrived has nothing to go on. So put the feature or the screen into the subject, and describe the symptom in the next step.

If nothing fits, Create ticket takes you to the second step.

New support ticket panel with the Create ticket button in the bottom right corner
Figure 5: Create ticket carries on to the description

2.2. Describe your issue​

Here you tell us what happened. The subject carries over from the first step.

  • Description: what happened, and what you expected instead. The editor handles bold, italic and headings, so a longer report stays readable
  • Related meeting (optional): pick the meeting the issue belongs to and we do not have to ask for it
  • Attachments: a screenshot often says more than the description. Choose a file or drag it here accepts JPG, PNG, PDF, DOC, XLS and TXT, up to 20 MB
Second step of the ticket form with description, related meeting and attachments
Figure 6: The second step holds the description, the meeting and the attachments
Attachment area of the ticket form with the accepted file types
Figure 7: Attachments go in through the file picker or by dropping them here

When you are done, click Create ticket in the bottom right corner. Sally gives the ticket its own number and opens it right away. An email confirms that your request has arrived.

3. The first answer arrives at once​

Sally Assistant replies to a new ticket immediately, out of the Help Center. In our example that answer walks through the upload step by step, names the size limit for each plan, lists the supported formats and links the full article.

The ticket then reads Waiting for customer, which means the ball is with you: reply if the answer missed the point, or close the ticket if it did the job.

Ticket with the immediate answer from Sally Assistant and the status Waiting for customer
Figure 8: The first answer is there within seconds, and the status shows who is up next

4. Replies and history​

A ticket is a conversation, and every message in it shows its author and the time it was posted, ours as well as yours.

You write in the field at the bottom, which handles formatting and takes a screenshot pasted straight in or dropped onto it. Attachment adds a file, Send reply posts the message. From your first reply on, a colleague of ours picks the ticket up.

Ticket detail view with the message history and the reply field
Figure 9: The reply field takes formatting, screenshots and files

5. Close a ticket​

Once your issue is settled, Close ticket in the top right corner ends it.

Ticket header with the number, the status and the Close ticket button
Figure 10: The header carries the number, the status and Close ticket

Sally asks for a short reason first, and that reason goes into the history, so anyone reading the ticket later knows how it ended. Close ticket in the dialog sets the status to Solved, and the ticket stays in your list with everything that was said.

Close ticket dialog with the field for the reason
Figure 11: The reason is kept in the history of the ticket

6. Your tickets at a glance​

The list keeps every request together.

  • Open, Solved and All split it by status, each with a counter
  • The search field covers subject, description and number
  • Created by narrows the list down to one person
  • A click on Number or Created sorts the list
Ticket list of Sally AI with the status tabs, the search field and one ticket
Figure 12: A click on the row opens the ticket

Every ticket carries a number of its own, such as AL-000129. Mention it when you reach us somewhere else about the same thing and we have the whole thread in front of us.