Ticket Management¶

For issues encountered in Guance, you can submit a ticket for inquiries and suggestions. For example, problems that are difficult to resolve during use, questions related to purchasing and fees, or submitting demands and suggestions to Guance. After receiving the ticket, the official team will process and respond promptly.

The ticket system is workspace-based, so tickets already submitted will not disappear due to the addition or removal of members. In the ticket list, you can view all tickets within the current workspace to understand previously encountered issues and feedback.

Guance provides users with 5*8 hours of ticket service time. Customer service personnel will handle your ticket issues as soon as they are received.

For more details, please refer to Support Plans.

Click on the bottom-left Help > Ticket Management to access the ticket management entry:

Submitting a Ticket¶

On the ticket management page, click Submit Ticket directly. Select the type of ticket, enter the title and description of the ticket, and it will be created. Attachments can also be uploaded.

Ticket Types¶

Ticket types include Unbinding MFA, Changing Owner Account, Purchase Consultation, Help Documentation, Demand Suggestions, BUG Feedback, Usage Issues, Others. You can select the corresponding type based on the ticket issue to facilitate faster allocation and processing.

Note:

When the ticket type is for changing the owner account, you need to first download the application form, fill out the information as required, affix the company's official seal, and upload the attachment. If the application information is incomplete, it will not be processed.

When the ticket type is for unbinding MFA, email verification is required.

Ticket Status¶

Ticket Status	Description
Waiting for Assignment	The status of a ticket after submission by the user.
Waiting for Feedback	The status of a ticket after acceptance by the handler.
Feedback Provided	The status of a ticket after the handler sends a message, excluding fixed automatic replies. When the user provides further feedback, the ticket will return to waiting for feedback.
Closed	The status of a ticket that has been inactive for over 7 days after providing feedback. The ticket submitter can close the ticket manually at any time.
Canceled	A ticket can be canceled while in the waiting for assignment state.

Attachments¶

You can upload attachments as needed for ticket issues. Supported formats include .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, xls, .txt, .zip, .rar. Individual attachments cannot exceed 8M, and up to 5 attachments can be uploaded at once.

Ticket List¶

All tickets submitted by all members within the current workspace will be displayed in the All Tickets list, where each ticket's status can be clearly seen.

In the My Tickets list, you can view a summary of tickets submitted by yourself across all workspaces.

Note: If a user exits Workspace A or Workspace A has been dissolved, tickets from Workspace A will not be displayed in My Tickets.

Filter tickets based on ticket type or ticket status; in the search box, you can input the ticket number or title to quickly locate tickets:

Tickets support batch export:

After closing a ticket, you can rate and review the current ticket:

Ticket Details¶

By clicking on any ticket, you can view detailed information about the ticket's status, type, submitter, and associated workspace. On the details page, you and Guance can communicate with each other, and uploading attachments is supported during communication.

For tickets awaiting assignment, users can cancel the ticket if needed. After cancellation, if necessary, the ticket can be restarted;

For tickets that have been responded to, users can close the ticket. If there is no customer feedback within 7 days, the ticket will automatically close. Once closed, tickets cannot be reopened or replied to again.

Note: After account cancellation, all open tickets submitted under this account will be automatically closed.