Support tickets
Need help or want to report a problem? Open a support ticket from the portal. The whole conversation — your messages, our replies, any files — stays on the ticket, so there’s one place to check for progress.
Opening a ticket
- Sign in to the portal and choose Support in the sidebar.
- Click Open a ticket.
- Fill in:
- Subject — a short summary.
- What kind of ticket is this? — Something is broken, A question, Feedback / suggestion, or Something else.
- Details — what happened, what you expected, and the steps to reproduce it if it’s a bug.
- Attachments — optional (see below).
- Click Submit ticket. You’ll land on the ticket, where you can add more messages any time it isn’t closed.
Tracking replies
Every ticket has a status:
| Status | Meaning |
|---|---|
| Open | Received, not yet picked up. |
| In progress | We’re working on it. |
| Solved | Fixed or answered. |
| Closed | No further action — nothing to solve, or resolved elsewhere. |
The Support list shows each ticket’s status, and marks it · new reply when we’ve responded since you last looked. Open the ticket to read the reply and add your own.
You’ll also get an email when we reply or when the status changes. The email is just a nudge — open the portal to read and respond, so the conversation stays in one thread.
A Closed ticket can’t take new replies. If you still need help, open a new one and reference the old subject.
Attachments
You can attach files when you open a ticket or on any reply:
- Up to 5 files, 4 MB total per message.
- Screenshots (PNG, JPG, WebP), log files (.log, .txt), PDF, and SurveyMaster project files (.smz).
Screenshots and a log file are the fastest way to get a bug looked at.
From the desktop app
Once device activation is set up, SurveyMaster can file a ticket for you straight from the app, with the app version and your system details attached automatically. Those tickets show up in the same Support list in the portal, and you reply to them there.