Support Tickets

The Support section is where you raise issues and track their resolution. Tickets connect you to your dealer's technicians and, when needed, to the OEM.

Support home#

Open Support in the sidebar.

Header#

• Title: "Support".
• Description: "Support for the GTRV drone management platform."
• Breadcrumb back to Home.
• Search tickets… input.
• Add New action — opens the create-ticket drawer.

Stats#

• Total Issues
• Open Issues
• Closed Issues

Filters#

Filter	Statuses
Status	All Status / Triage / Open / Reopened / Resolved / Closed
Sort	Newest First / Oldest First / Priority (High → Low) / Priority (Low → High)

Empty state#

"No tickets found".

Create a ticket#

Click Add New. The drawer titled "Create a New Ticket" opens with description: "Provide the necessary information to create a new ticket."

Field	Required	Notes
Drone	Yes	Pick from a dropdown of drones in the account.
Assignee	No	Optional pre-routing to a specific technician.
Contact Email	Yes	Defaults to your sign-in email. Validates against the format.
Description	Yes	Max 360 characters.
Priority	Yes	Low / Normal / Medium / High / Urgent.
Attachments	No	Drag-and-drop. Supported: .pdf, .jpg, .png (max 10 MB each).

Validation errors:

• "Invalid email address"
• "Description is required."
• "Description must be at most 360 characters long."
• "Origin channel is required."
• "Priority is required."

Submit with Create Ticket (or Cancel to drop). Success: "Ticket Created — Your ticket has been created successfully."

Ticket detail page#

Open a ticket by clicking it in the list.

Header / meta#

• Ticket title.
• Status badge (one of Triage / Open / Reopened / Resolved / Closed).
• Priority badge.
• Created at, Updated, Origin channel (Email / WhatsApp / SMS / App / Web).
• Drone, Requester Account, Assigned Dealership, Assigned Technician.
• Linked Service Order (if any).

Overview tab#

• Ticket Details card.
• Service Order card. Empty: "No service order linked to this ticket yet." Otherwise: links to the SO + its status (Open / Diagnosing / Waiting Parts / Awaiting Approval / In Progress / Completed / Cancelled).
• Description card.
• Contact card.
• Resolution Summary card (when resolved).
• Activity card with a link to the Timeline.

Timeline#

A chronological log of every event on the ticket:

Event	Description
CREATED	"{actor} created the ticket"
STATUS_CHANGE	"{actor} changed the status from {old} to {new}"
COMMENT	"{actor} added a comment" or "... an internal comment"
ASSIGNMENT	"{actor} assigned to {assigneeName} ({assigneeType})"
WARRANTY_BATCH_LINKED	"{actor} linked batch {batchPublicId}"
WARRANTY_BATCH_STATUS_CHANGE	"Batch status changed from {old} to {new}"
CSAT_SUBMITTED	"{actor} submitted a CSAT score of {score}/5"
TYPE_CHANGE	"{actor} changed the type from {previous} to {new}"
CHECKLIST_COMPLETED	"{phase} checklist completed ({okItems} OK, {issueItems} issues)"
CUSTOMER_SIGNATURE	"{phase} signature — {signedByName}"

Empty state: "No timeline events yet — Status changes, assignments, and comments will show up here as they happen."

Internal comments display a Internal badge.

Send a message#

Composer at the bottom of the ticket page:

• "Send a Message" title.
• Placeholder: "Type your message…".
• Hint: "Press Ctrl+Enter to send".
• Validation: "Message cannot be empty." / "Message is too long.".
• Send action.
• Success: "Message sent — Your message has been sent successfully."

A "Your Sent Messages" section lists messages you've sent on this ticket.

CSAT (Customer Satisfaction)#

When a ticket is resolved you'll be prompted to rate the experience:

• Title: "Rate Your Experience".
• 1–5 star rating.
• Submit Rating.
• Success: "Rating submitted — Thank you for your feedback!"
• Error: "Could not submit rating — Please try again later."

After submission: "Thank you for your feedback!"

Errors#

If the ticket can't be loaded: "Could not load ticket — The ticket may have been removed or you may not have access." with a Back to support action.

Drawer (list-page quick view)#

Clicking a ticket from the list opens a quick-view drawer showing:

• Updated, Description, Resolution.
• "No description." fallback.
• Actions: Request Service, Retry Diagnostics, View Details.

Permissions#

Action	Role
View tickets	All roles.
Create ticket	Member+
Send messages	Member+
Submit CSAT	Original requester / Owner

Related#

• Service Orders.
• File a Support Ticket tutorial.