What it is
A ticket system for contacting CotizaPrint technical support and logging issues. It is the Help centre: the channel between you and the support team.
What it is for
- Raise issues without leaving the app.
- Attach screenshots and descriptions.
- Track the status of the issue and reply to support.
How to use it
- Go to
/ticket. - Click New Ticket to open the creation dialog.
- Fill in the Subject, choose a Category and a Priority, and describe the problem in Your message details.
- Attach images if relevant (attachment icon, 2 MB max.).
- Choose how you want to be answered with the toggle: Support only or Support + AI (the latter requires the PRO plan).
- Click Send.
- Wait for support to reply (you are notified by email). When a new reply arrives, the ticket title is highlighted in red in the list.
Screen layout
- Ticket list (table): each row is a ticket with its ID and its Title. If a ticket has an unread reply, its Title is highlighted in red. From the actions menu of the table you can Close or Reopen the selected tickets, and filter with the All option.
- Ticket dialog (when you click New Ticket or an existing ticket): it has two areas.
- At the top, the ticket details: Subject, Category, Priority, Status and the activity history. On a ticket that already exists, Subject, Category and Priority are read-only.
- At the bottom, the Your message details box, the file attachment, the Support only / Support + AI toggle and the Send button.
Buttons and actions — what each one does
New Ticket (outlined) opens a new query to the support team.
Literal on-screen text. Both states of the toggle are documented.
| Button / Control (on-screen text) | What it does |
|---|---|
| New Ticket | Opens the dialog for creating a new support ticket. |
| Request information (in a module window) | It is not on this screen: it is the button in the information window of a module you do not have active yet (for example Tracking or Bank reconciliation). Clicking it closes that window and opens the Help centre here with a new ticket and the Subject already written: "Information request: <module name>". All you have to do is describe your query and click Send. |
| Subject | Title or short description of the problem. Editable when you create the ticket; read-only on a ticket that already exists. |
| Category | Dropdown for classifying the type of ticket (technical error, query, etc.). Editable when you create it; read-only afterwards. |
| Priority | Dropdown for setting how urgent the ticket is. Editable when you create it; read-only afterwards. |
| Status | Visual indicator (not editable) showing whether the ticket is Open or Closed. |
| Your message details | Text box where you write your message or your reply to support. |
| Attach file (2 MB max.) | Informational icon: you can attach screenshots to your message. Maximum size 2 MB per file. |
| Support only (toggle) | First option of the toggle. Your answer comes only from the human support team. |
| Support + AI (toggle) | Second option of the toggle. As well as human support, you get replies from the AI assistant. It requires the PRO plan; it appears disabled if your plan does not include it. |
| Close (within the ticket) | Closes the ticket (its Status becomes Closed). It is only shown if the ticket is open. |
| Reopen (within the ticket) | Reopens a closed ticket (its Status becomes Open). It is only shown if the ticket is closed. |
| Send | Saves the ticket (creating it if it is new, or updating it) and sends your message. If Support + AI is switched on, it also triggers a reply from the AI assistant. |
| ID (table column) | The unique identifying number of the ticket. |
| Title (table column) | The subject of the ticket. It is highlighted in red if there is a new unread reply. |
| Close (table action) | Option in the actions menu for closing the selected tickets. It asks for confirmation. |
| Reopen (table action) | Option in the actions menu for reopening the selected tickets. It asks for confirmation. |
| All (filter) | Shows every ticket, without filtering by status, priority or category. |
| Export (support panel) | Downloads an Excel file with the tickets in the list and, below each one, its whole conversation: one header per ticket (ID, organisation, status, priority) and one row per message with its date, author (Support, Customer or AI), text and attachment. It respects the active status filter. Available in the internal support panel. |
Key concepts
- Help centre: the support ticket module. It is where you communicate with the CotizaPrint support team.
- Ticket: a support request. It has an identifying number (ID), a Subject, a Category, a Priority and a Status.
- Subject: the title or short description of the problem or request in the ticket.
- Category: the classification of the type of problem (for example, technical error or query).
- Priority: how urgent the ticket is. It tells support what to deal with first.
- Status: the current state of the ticket. It can be Open (in progress) or Closed (resolved or finished).
- Support: the reply from the human support team to your ticket.
- AI: the artificial intelligence assistant that can answer your questions automatically. You switch it on with the Support + AI toggle (PRO plan).
- New reply: a visual indicator showing that the ticket has had a new reply from support and is worth checking. In the list it shows as the Title highlighted in red.
- Export: an action in the support panel that downloads an Excel file with the tickets and their full conversation (ticket header + one row per message). It is for archiving or analysing issues outside the application.
Features by plan / role
- TRY / STD / PRO / FULL: every plan can raise tickets, write messages, attach files and track the status with the Support only option.
- PRO+: unlocks the Support + AI toggle, which adds replies from the AI assistant to those from human support. On lower plans that option appears disabled.
- Role permissions:
access_ticketis required to enter the section.
Frequently asked questions
Q: How do I open a support ticket?
A: In the Help centre, click New Ticket. Fill in the Subject, choose a Category and a Priority, write the problem in Your message details and click Send.
Q: What is the New Ticket button for?
A: It opens the dialog for creating a new ticket, where you describe your issue or query and send it to support.
Q: How do I attach a screenshot?
A: In the Your message details box, use the Attach file (2 MB max.) icon. You can attach screenshots to explain the problem better. Each file can be up to 2 MB.
Q: What is the difference between Support only and Support + AI?
A: They are the two options of the toggle. With Support only you are answered by the human team alone. Support + AI adds replies from the artificial intelligence assistant as well as human support. Support + AI requires the PRO plan; if your plan does not include it, it appears disabled.
Q: How do I close a ticket?
A: If it is open, click Close inside the ticket; its Status becomes Closed. You can also select tickets in the list and use the Close action in the menu of the table (it asks for confirmation).
Q: How do I reopen a ticket that is already closed?
A: Open the closed ticket and click Reopen; its Status goes back to Open. From the list you can also select tickets and use the Reopen action in the menu of the table (it asks for confirmation).
Q: What does it mean when the Title of a ticket is in red?
A: It is the New reply indicator: the ticket has had a new reply from support that you have not read yet. Open it to check it.
Q: Why can I not edit the Subject, the Category or the Priority of a ticket?
A: Those fields are only editable when you create the ticket. Once it is created they become read-only. If you need to clarify something, write it in Your message details and click Send.
Q: What is the Status of a ticket?
A: It is the current state of the ticket. It can be Open (the issue is still in progress) or Closed (resolved or finished). It is a visual indicator; you do not change it by hand, but with the Close and Reopen buttons.
Q: How do I see all my tickets, both open and closed?
A: In the list, use the All filter, which shows every record without filtering by status, priority or category.
Q: What is Priority for?
A: It states how urgent your ticket is. It helps support know what to deal with first. You choose it when you create the ticket.
Q: How do I find out that support has replied to me?
A: You get an email notification and, in the Help centre list, the Title of the ticket is highlighted in red (the New reply indicator). The notifications bell in the header (next to the AI button) also adds a counter with the open tickets that have a reply you have not checked; clicking it takes you straight to the Help centre. Closed tickets do not count towards the bell.
Q: How do I export the tickets to Excel?
A: In the support panel, click Export. It downloads an Excel file with the tickets in the list (respecting the active status filter) and, below each ticket, its whole conversation: a header with the ID, the organisation, the status and the priority, and one row per message with its date, author (Support, Customer or AI), text and attachment.
Q: Does the exported Excel file include the ticket messages?
A: Yes. The Excel file is not only the list: under the header of each ticket there is one row for every message in the conversation, with the date, the author, the text of the message and a link to the attachment if there is one.
Q: How do I write a useful ticket that gets resolved quickly?
A: The more information you give, the sooner it is resolved. In Your message details, state: what you were trying to do, which screen you were on, what you expected to happen and what actually happened. If the problem is visual, attach a screenshot with the Attach file (2 MB max.) icon. Do not mix several different questions into one ticket: open one per topic so that nothing gets lost. If you are reporting a fault, include the steps to reproduce it (what you clicked, and in what order).
Q: What happens after I report a fault?
A: The support team reviews your ticket and classifies it: it may be a question about how to use something, a setting that is still missing, an experience (UX) improvement or a fault (bug). If it is a bug, or something about the experience that is blocking you, it goes to the Product team to be resolved. If it is a question about usage, support answers you directly and, if the question is a common one, it may become a FAQ, a help article or a video for everyone else.
Q: What information should I NOT send in a ticket?
A: Never send passwords, verification codes, API keys, full bank details or any sensitive information that is not needed to resolve your case. When you attach invoices, quotes or customer data, send only what is needed to understand the problem. Screenshots help a great deal, but use them carefully: check that they do not show confidential data before you attach them.
Q: There are several of us. Can I see who created each ticket?
A: The ticket list shows ID, Title, Status, Priority, Category and Date, but right now it does not have a column with the user who created it. As a workaround, state in the Subject or in the first message who is raising the ticket. If you need to see the author in the list so that you can keep track of who raises each one, open a ticket asking for it: it is an improvement we will consider.
Q: What can the AI of the ERP / the assistant answer?
A: The CotizaPrint AI assistant helps with questions about usage, basic configuration, explaining screens, first steps and links to the documentation. If your query touches on bugs, prices, plans, tax matters, contracts or sensitive data, it will recommend that you raise a ticket or refer you to the right area. Bear in mind that the AI can get things wrong: it is worth confirming important information before you act on it.