Support ticket

Need support or assistance? You can raise and track support tickets directly from the Document360 support page.

Logging in to the support page

1. Navigate to the Document360 support page.
2. Enter your credentials and click Login.
3. If you're a Document360 customer without support page credentials, click Login here next to Are you a customer? to log in using your Document360 credentials or the SSO option.

Submitting a ticket

1. Click Submit a ticket in the top navigation bar.
2. Enter the following details:
   • Requester — Your name or email address.
   • Subject — A brief summary of your issue.
   • Description — A detailed description of the issue you're facing.
3. Click Attachments to include any relevant files.
4. Click Submit.

After submitting, you will be redirected to the ticket page where you can see the Ticket ID, date created, current status, and full ticket history.

Viewing and managing your tickets

To view all your tickets, click Tickets in the top navigation bar after logging in.

From the Tickets page you can:

• Search for a specific ticket using the search bar.
• Filter by status using the Status dropdown:
  • All tickets - View all tickets regardless of status.
  • Open or Pending - Tickets that are still being worked on or need action.
  • Resolved or Closed - Tickets that have been completed or marked as finished.
  • Archive - Older tickets that are no longer active but saved for reference.
• Sort tickets by Last Modified, Status, Date Created, Ascending, or Descending.

Click on any ticket to open it and view the full details.

Replying to a ticket

Once inside a ticket, you can continue the conversation with the support team.

1. Click Reply to open the reply editor.
2. Enter your message using the formatting toolbar — Bold, Italic, Underline, Strikethrough, lists, text color, highlight, link, image, and code view are available.
3. Click Attachment to attach any relevant files.
4. Click Reply to send your message.

You can also click Add people to include additional people in the ticket by entering their email addresses.

Closing a ticket

If your issue has been resolved, you can close the ticket yourself.

1. Open the ticket from the Tickets page.
2. Click Close issue.

Once closed, you will be prompted to rate your support experience with a Satisfaction Rating — happy, neutral, or unhappy. Your feedback helps the support team improve.

If you need to follow up on a closed ticket, click Reply on the closed ticket to reopen the conversation.

Exporting tickets

You can export your tickets as a .csv or .xls file.

1. Click Tickets in the top navigation bar.
2. Click Export Tickets on the top right.
3. In the Export Tickets panel, configure the following:
   • Created in - Select the date range for the tickets you want to export.
   • Export as - Choose CSV or Excel.
   • Select field - Choose the fields to include: Ticket ID, Subject, Description, Status, Requestor source, Requestor email, Group, Created time, Last updated time.
4. Click Export. The file downloads to your local storage.