Customer Portal Guide: Submitting and Tracking Tickets

This guide is for customers (end users) who use the Support Genix portal to get help. It covers how to create an account, submit tickets, track progress, and manage your profile.

Accessing the Portal

Your support portal is available on a dedicated page on the website. Look for links labeled “Support”, “Help”, or “Submit a Ticket” in the website navigation, or ask the site administrator for the direct URL.

Creating an Account

Register

1. On the portal login page, click Register (or “Create Account”).
2. Fill in:
3. Complete the reCAPTCHA if prompted.
4. Click Register.

You’ll be logged in automatically after registration.

Social Login (If Available)

If the site has enabled social login, you may see options to:

• Login with Google — Use your Google account.
• Login with Envato — Use your Envato marketplace account.

Click the appropriate button and follow the authorization prompts.

Guest Access

Some sites allow guest ticket submission without creating an account:

1. Click Submit as Guest (if available).
2. Enter your email address and ticket details.
3. You’ll receive an email with a link to track your ticket.

Note: Guest access availability depends on the site’s configuration.

Logging In

1. Enter your email or username.
2. Enter your password.
3. Complete the reCAPTCHA if prompted.
4. Click Login.

Forgot Password?

1. Click Forgot Password? on the login page.
2. Enter your registered email address.
3. Check your email for a password reset link.
4. Click the link and set a new password.

Submitting a New Ticket

1. After logging in, click the + New Ticket button (or the plus icon).
2. Fill in the ticket form:
3. Click Submit.

You’ll receive a confirmation with your Ticket ID (Track ID), which you can use to reference the ticket.

Tips for Submitting Effective Tickets

• Use a clear, descriptive subject line.
• Include step-by-step instructions to reproduce the issue.
• Attach screenshots or screen recordings when possible.
• Mention any error messages you’ve seen.
• Include your browser/device information for technical issues.

Viewing Your Tickets

After logging in, you’ll see your Ticket List — all tickets you’ve submitted.

Each ticket shows:

• Track ID — Your unique ticket reference number.
• Subject — The title of your ticket.
• Status — Current state of the ticket:
• Last Reply — When the most recent response was added.
• Replies — Number of messages in the conversation.

Filtering Tickets

Use the status filter buttons to show:

• Active — Open tickets only.
• Inactive — Tickets waiting for your response.
• Closed — Resolved tickets.
• All — Everything.

Sorting Tickets

Sort your ticket list by:

• Reply Date — Most recently replied first.
• Opening Date — Most recently created first.

Viewing Ticket Details

Click any ticket to open the full conversation:

• Ticket Information — Subject, status, category, priority, creation date.
• Conversation Thread — All messages between you and the support team, displayed chronologically.
• Attachments — Any files attached to the ticket or replies. Click to download.
• Custom Fields — Additional information associated with your ticket.

Replying to a Ticket

1. Open the ticket you want to reply to.
2. Scroll to the Reply section at the bottom.
3. Type your message in the text editor.
4. Optionally attach files.
5. Click Submit Reply.

The support agent will be notified of your reply via email.

Note: Some sites disable replies on closed tickets. If you see a notice saying the ticket is closed, you may need to create a new ticket or contact support to reopen it.

Reopening a Closed Ticket

If your issue isn’t fully resolved after a ticket is closed:

1. Open the closed ticket.
2. Add a reply explaining what still needs attention.
3. The ticket will automatically reopen and notify the support team.

Note: This feature depends on the site’s configuration. Some sites may not allow reopening closed tickets.

Managing Your Profile

1. Click your name or avatar in the portal header.
2. Select Profile.
3. You can update:

Click Save to apply changes.

Changing Your Password

1. Go to Profile > Change Password.
2. Enter your Current Password.
3. Enter and confirm your New Password.
4. Click Update Password.

Email Notifications

You’ll receive email notifications for:

• Ticket Created — Confirmation that your ticket was submitted.
• Agent Reply — When a support agent responds to your ticket.
• Status Change — When your ticket status changes (e.g., closed).

Check your spam/junk folder if you’re not receiving emails.

Public Tickets

If the site has enabled public tickets, you may be able to:

• Mark your ticket as public so others can view it.
• Browse other users’ public tickets for solutions.

Related Docs

• Quick Start Guide
• Troubleshooting Common Issues