File a Support Ticket

A good ticket gets a fast response. This tutorial covers the form mechanics plus the writing patterns that consistently lead to quick resolution.

What you'll need#

• The drone serial number (or a unique identifier) the issue relates to.
• A clear description of what happened, in the present tense.
• Optionally screenshots or video of the issue (PDF, JPG, PNG, max 10 MB each).

The walkthrough#

1. 1

   Open Support and start a new ticket

   Click Support in the sidebar, then Add New. The drawer titled "Create a New Ticket" opens.

   Description: "Provide the necessary information to create a new ticket."

2. 2

   Pick the drone

   Use the Drone dropdown. This is required.

   Tip: if the issue is account-level (billing, account access, etc.), pick the most-affected drone or pick any drone — the dealer will reroute internally.

3. 3

   Pre-route to an assignee (optional)

   If you know which technician should pick this up, use the Assignee dropdown. Otherwise leave it blank and the dealership router will assign.

4. 4

   Confirm the contact email

   The Contact Email is pre-filled with your sign-in email. Change it only if you want responses to go elsewhere (e.g., a shared support@yourfarm.com mailbox).

5. 5

   Write the description

   The Description is the most important field. Aim for these three sentences:

   1. What was the drone doing? ("Spraying the North 40 plot, mid-flight.")
   2. What happened? ("ESC 3 reported failure code 0x42 at altitude 18 m.")
   3. What did you do? ("Initiated emergency RTL. Aircraft landed safely.")

   Limit: 360 characters. If you need more, attach a longer write-up as a PDF.

   Validation:

   • "Description is required."
   • "Description must be at most 360 characters long."
6. 6

   Set the priority

   Pick the right priority. Priorities affect SLA so honesty pays off:

   Priority	When to pick it
   Urgent	Aircraft grounded or unsafe to fly. Active customer impact.
   High	Affects a current mission. Workarounds painful.
   Medium	Slow rollout impact. You can work around it for a day or two.
   Normal	Default. Affects future missions, not today's.
   Low	Nice to fix. UX papercut.

   Validation: "Priority is required."

7. 7

   Attach files (optional)

   Drag photos or PDFs into the attachment drop zone. Supported: .pdf, .jpg, .png. Max 10 MB each.

   What to attach:

   • Photo of the visible issue (cracked propeller, damaged spray boom).
   • Photo of the controller screen showing the error code.
   • Screenshot of the relevant portal screen.

   On error: "Error uploading file".

8. 8

   Create the ticket

   Click Create Ticket (or Cancel to drop).

   Success: "Ticket Created — Your ticket has been created successfully."

9. 9

   Track and respond

   The ticket appears in the Support list. Click into it to:

   • Read the response timeline.
   • Reply via Send a Message (Ctrl+Enter to send).
   • Watch the status progress: Triage → Open → Resolved → Closed.

   When the ticket is Resolved, you'll be prompted to rate your experience (Rate Your Experience card, 1–5 stars).

Anatomy of a good description#

Compare these two descriptions of the same issue:

Bad:

Drone broke

Good:

Mid-spray on North 40 plot, drone ESC 3 reported fault 0x42 at 18 m AGL. Initiated RTL; aircraft landed safely. No visible motor damage. Battery 62%. Attaching photo of controller error screen.

The second one tells the technician:

• Where the issue happened (operational context).
• What the actual fault code was (diagnosis).
• What you did in response (current state).
• What state things are in now (no further damage, battery still healthy).

Common pitfalls#

After resolution#

Once the dealer marks the ticket Resolved, you'll see the prompt:

• Rate Your Experience — 1 to 5 stars.
• Submit Rating — captures your CSAT score.
• Success: "Rating submitted — Thank you for your feedback!"

Submit honestly. CSAT drives the dealer's incentive to improve.

Related#

• Support Tickets.
• Service Orders.