Features Pricing Blog Help Center Partners
Help Center › Support › User Guide

User Guide

Submit support tickets, check on their status, and reply to your support team — all from the portal.

For Users

Who this guide is for

  • Portal users with the User role
  • Anyone submitting or tracking support requests

What you’ll learn

  • How to navigate to Support
  • How to view and create tickets
  • How to reply to support agents

On this page

  1. Navigate to Support
  2. View your tickets
  3. Submit a new ticket
  4. View ticket details
  5. Reply to your support team
Step 1

Navigate to Support

The Support section lives in the left navigation bar. Click it to open your ticket list and access the New Ticket button.

Portal navigation with Support active in the sidebar The portal sidebar shows navigation items including My Info, Invoices, Signatures, and Support. Support is highlighted as the active item. The content area shows the Support Tickets heading and a New Ticket button. app.getventana.com/portal/support Ventana My Info Invoices Signatures Support Support Tickets Submit and track your support requests. + New Ticket Website login issue Invoice not loading Need to update email 1 2
1

Click “Support” in the sidebar

Click Support in the left navigation bar. This opens your personal ticket list — all tickets you have submitted are shown here.

2

Use “New Ticket” to create a request

The + New Ticket button at the top right opens the submission form. You can also browse your existing tickets from this screen.

Step 2

View Your Tickets

Your ticket list shows all requests you have submitted. Each row displays the subject, current status, priority level, submission date, and a link to open the full ticket.

Support ticket list showing ticket rows with status badges and View buttons The Support Tickets page displays a table with columns for Subject, Status, Priority, Date, and Action. Three tickets are listed. The first row is highlighted and its View button is called out. app.getventana.com/portal/support Support Tickets + New Ticket Subject Status Priority Date Action Website login issue Open High May 15 View Invoice not loading Pending Medium May 12 View Need to update email Closed Low May 8 View 1 2
1

Check ticket status

The Status column shows whether each ticket is Open, Pending, or Closed. Open tickets are still being worked on.

2

Open a ticket to see full details

Click the View button on any row to open the full ticket, read agent replies, and add your own response.

Step 3

Submit a New Ticket

Click + New Ticket to open the submission form. Add a subject, describe the issue, and submit — your support team will be notified automatically.

New Ticket modal form with Subject, Description, and Submit fields A modal dialog overlays the ticket list. The form contains a Subject field, a Description textarea, and a Submit button. Three callouts identify each field and the submit action. app.getventana.com/portal/support New Support Ticket Subject Brief description of the issue Description Describe the issue in detail. Include any error messages or steps to reproduce. Submit Ticket 1 2 3
1

Enter a subject

Type a short, clear subject line in the Subject field. This helps your support team route and prioritize your request quickly.

2

Describe the issue

In the Description field, explain what happened. Include any error messages you saw, and the steps you took before the issue occurred.

3

Submit the ticket

Click Submit Ticket. Your request will appear in the ticket list with an Open status, and your support team will be notified.

Step 4

View Ticket Details

Click View on any ticket row to open its full detail page. You can see the current status, review the conversation thread, and read messages from your support agent.

Ticket detail page showing status badge and conversation thread The ticket detail view shows a back link, a ticket header card with the title and Open status badge, and a conversation thread with a message from the support team. Three callouts mark the back link, the status badge, and the thread message. app.getventana.com/portal/support/TKT-1042 Ventana My Info Invoices Signatures Support ← Back to Support Website Login Issue Submitted May 15, 2026 · TKT-1042 Open CONVERSATION Support Team May 15, 2:34 PM Thanks for reaching out. We've received your request and are investigating the login issue now. View full message → 1 2 3
1

Return to the list with the back link

Click ← Back to Support at the top of the page to return to your full ticket list at any time.

2

Check the current status

The status badge in the ticket header shows whether your ticket is Open, Pending, or Closed. This updates as your support team works on the issue.

3

Read the conversation thread

All messages from your support team appear below the header. Click View full message on any entry to read the complete reply.

Step 5

Reply to Your Support Team

Need to add more information or respond to a question from your support agent? Use the reply box at the bottom of the ticket detail page.

Ticket reply interface showing the reply textarea and Send Reply button The bottom of the ticket detail page shows a condensed ticket header, a reply textarea labeled Your Reply, and a Send Reply button. Two callouts mark the textarea and the button. app.getventana.com/portal/support/TKT-1042 Ventana My Info Invoices Signatures Support Website Login Issue Open YOUR REPLY Type your reply here... Send Reply 1 2
1

Type your reply

Click in the Your Reply text area and type your message. You can add clarifications, answer questions from the agent, or provide additional details about the issue.

2

Send the reply

Click Send Reply to submit your message. It will appear in the conversation thread and your support agent will be notified.

💡
Tip: Replying to an open ticket moves it back to Open status if it was set to Pending, signaling to your support team that it needs attention.
Reference

Status & Priority Reference

Use these tables to understand what each ticket status and priority level means.

Ticket Status

Status Meaning
Open Your ticket has been received and is being worked on by the support team.
Pending The support team is waiting for more information from you. Check the thread and reply.
Closed The issue has been resolved. If it recurs, submit a new ticket.

Ticket Priority

Priority Description
High Urgent issue preventing you from using the portal. Expect a faster response.
Medium An important issue that affects your work but has a workaround available.
Low A minor issue or general question. No immediate impact on your portal access.
Also useful

Review the admin setup guide

If Support is not visible in your portal navigation, ask your administrator to check the module permissions using the guide below.

View Admin Guide →