Ticket handling

Accessing the Support Portal

To access the Stacuity Support Centre, follow the steps below:

• Open your web browser and navigate to the Stacuity Support Centre:
  https://support.stacuity.com/
• Sign in using your assigned credentials.

Submitting a Request

• From the Stacuity Support Centre homepage, click Submit a request
  This option is available in the top‑right navigation bar and within the main Support tiles.
• You will be taken to the Submit a request page.
• From the issue type drop‑down list, select the category that best matches your request.
• Complete all required fields in the form. Fields marked with an asterisk (*) are mandatory.
• Once all information has been entered, click Submit to log your ticket.

Available Request Types

At present, you can log one of the following request types:

• General query
• Report a problem
• Task request

Each request type has different required fields to ensure the support team receives the necessary information.

Examples:

• A General query typically requires:
  • Subject
  • Description
  • Optional file attachments
• Reporting a problem requires more detailed information to assist with investigation, such as:
  • Affected IMSI(s)
  • Device type
  • Relevant network or service details

Providing accurate and complete information helps reduce delays and enables faster resolution.

Suggested Articles

When entering a Subject, the system may display Suggested Articles related to your query.
These articles may contain guidance or documentation that resolves your issue without needing to submit a ticket.

We recommend reviewing any suggested articles before completing your submission.

Example Forms

The screenshots below illustrate:

• Where to locate the Submit a request option
• The Submit a request form
• The available issue type selections

These examples are provided to help you understand how to complete your request accurately.

General query

Request work

Report a problem

What happens after logging a ticket

Once you have completed the support form and clicked Submit, your request is successfully logged with the Stacuity Support Centre.

Ticket Confirmation

After submission:

• Your newly created ticket is displayed on screen.
• A Ticket Number / Request Number is assigned (for example: Request #21811).
• The ticket’s initial Status is set to Open.
• You can view the details of your request, including any information you submitted.

This ticket view allows you to:

• Add additional comments or information
• Upload supporting files
• Track updates and responses from the support team

Email Notification

You will also receive an email confirmation acknowledging that your support request has been logged.

The email includes:

• Your ticket number, which should be referenced in any correspondence
• Confirmation that the support team has received your request
• Notification that a support agent will be in touch to assist further

If additional information is required to progress the issue, a support agent may respond via the ticket or by email.

Ongoing Communication

All subsequent updates, responses, and requests for further details will be recorded against the ticket.
You can reply directly within the support portal or respond to the notification email to add information to your existing request.

Viewing your tickets

You can view and manage all support tickets you have logged via the Stacuity Support Centre.

Accessing Your Requests

To view your tickets:

1. Log in to the Stacuity Support Centre.
2. Click on your profile icon in the top‑right corner.
3. Select Requests from the drop‑down menu.

This will take you to the My activities page, where all your requests are listed.

My Activities View

From the My requests tab, you can see:

• A list of all tickets you have submitted
• The Ticket ID
• The subject
• The created and last updated dates
• The current status (for example: Open, Solved, or Awaiting your reply)

You can also use the search and filter options to quickly locate specific tickets.

Viewing and Responding to Tickets

Clicking on a ticket opens the full request view, where you can:

• Review the complete ticket history
• View agent and end‑user comments
• Check the current status and assignment
• Add replies or additional information
• Upload supporting attachments if required

If a ticket requires input from you, its status will be Awaiting your reply.
Responding to the ticket will notify the support team and allow progress to continue.

Email Notifications

You will also receive email notifications for ticket updates and responses from support agents.
You may reply directly to these emails, and your response will be automatically added to the corresponding ticket in the Support Centre.

Updating tickets

You can update your existing support tickets at any time via the Stacuity Support Centre.

Accessing Your Tickets

To view and update your tickets:

1. Click your profile icon in the top‑right corner of the Support Centre.
2. Select Requests to open the My activities page.
3. You will see a list of all tickets you have logged, along with an overview of their current statuses.

Tickets that require your input will be clearly identifiable.

Tickets Awaiting Your Reply

If a support agent has requested further information, the ticket status will show as Awaiting your reply.

To respond:

1. Select the ticket that is awaiting your attention.
2. Review the most recent agent update to understand what information is required.
3. Enter your response in the reply box provided.
4. Attach any relevant files if needed.
5. Submit your response.

Once you reply:

• The ticket status automatically changes from Awaiting your reply to Open
• The support agent is notified and can continue working on the request

Ticket Status Updates

As your ticket progresses, the status will update accordingly:

• Open – The ticket is active and being worked on
• Awaiting your reply – Further information is required from you
• Solved – The request has been resolved

When a ticket is marked as Solved, this will be reflected in both the ticket view and the My activities list.

Ongoing Communication

All responses and updates are recorded within the ticket history.
You will also receive email notifications when:

• A support agent responds
• Additional information is requested
• The ticket status changes

You may reply directly through the Support Centre or via email, and your response will be added to the ticket automatically.

You may then respond to the agents request which will change the status of ticket back to Open.

Status changes from Awaiting your reply to Open

Miscellaneous

Profile management

You can manage your user profile and account settings directly from the Support Portal.

To access profile options:

1. Click on your profile icon in the top‑right corner of the portal.
2. From the menu, you can access the following options:
   • Profile – View your basic account information
   • Contact Details – Update your email address or other contact information
   • Change Password – Update your account password
   • Sign out – Log out of the Support Portal

Keeping your contact details up to date ensures you receive all ticket notifications and support communications.

Knowledge Base & FAQs

The Stacuity Support Centre includes a comprehensive Knowledge Base and Frequently Asked Questions (FAQs) to help you resolve common issues quickly.

You can access support articles in the following ways:

• Use the “How can we help?” search bar on the Support Portal homepage to search by keyword
• Browse featured and suggested articles directly from the homepage
• Navigate through available categories, including:
  • FAQs
  • Product & Platform Documentation

These resources provide guidance, troubleshooting steps, and best‑practice information and may resolve your query without the need to raise a support ticket.