> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sellfern.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Submit bugs and feature requests, attach screenshots, set priority, and follow progress through ticket comments.

Sellfern includes a support ticket system for reporting issues and requesting features. You can attach screenshots, set priority, and follow progress through comments without leaving the app.

## Creating a ticket

<Steps>
  <Step title="Navigate to Support">
    Click **Support** in the main sidebar to see your submitted tickets.
  </Step>

  <Step title="Click New Issue">
    Click **New Issue** in the ticket list to open the submission form.
  </Step>

  <Step title="Fill in title and description">
    Write a short required title and a detailed required description. Include steps to reproduce, what you expected, what actually happened, and any visible errors.
  </Step>

  <Step title="Select a related page">
    Optionally choose the page or feature involved, such as Dashboard, Order Ingestion, Analytics, or Listing Studio.
  </Step>

  <Step title="Set priority">
    Choose a priority based on impact.

    | Priority | When to use                                   |
    | -------- | --------------------------------------------- |
    | Low      | Minor issues, cosmetic bugs, feature requests |
    | Medium   | Functionality issues with workarounds         |
    | High     | Critical bugs blocking your workflow          |
  </Step>

  <Step title="Attach screenshots">
    Upload up to 5 screenshots. Supported formats include JPG, PNG, GIF, and WebP.
  </Step>

  <Step title="Submit the ticket">
    Click **Submit Issue**. Sellfern redirects you to the ticket list and shows a confirmation notification.
  </Step>
</Steps>

## Ticket statuses

| Status      | Meaning                           |
| ----------- | --------------------------------- |
| Open        | Newly created and awaiting review |
| In Progress | Actively being worked on          |
| Resolved    | Fix has been deployed             |
| Closed      | Ticket is archived                |

## Adding comments

Use comments to communicate with the support team from inside a ticket.

1. Open the ticket from your list.
2. Scroll to the comments section.
3. Type your message.
4. Press **Enter** or click **Send**.

Comments include the user's email, role, and timestamp.

## Tips for good bug reports

Clear reports get resolved faster.

* **Be specific about the page and action.** Describe exactly where you were and what you were doing.
* **Attach screenshots or screen recordings.** Visual evidence helps show what went wrong.
* **Include relevant identifiers.** Add order IDs, SKUs, store names, or supplier names when relevant.
* **Note your browser and OS.** For example, Chrome on macOS or Edge on Windows.

<Note>
  Admins can view all tickets submitted by users in the organization. Regular users can only see tickets they submitted themselves.
</Note>

<Warning>
  Deleted tickets cannot be recovered. If you delete a ticket by mistake, submit a new one.
</Warning>

## Developer support

For questions about public integrations, include the relevant request ID, endpoint from the [API Reference](/api-reference/order-items/list-order-items), timestamp, and organization context when opening a ticket. Do not include secrets or private keys in ticket text or screenshots.