Ticket Management¶

When encountering issues in Guance, you can submit a ticket for consultation or suggestions, such as:

Problems that are difficult to resolve during use
Questions related to product purchase and fees
Feature requests or improvement suggestions for the product
......

After submission, the official team will process it promptly and provide feedback.

The ticket system is managed based on workspaces, so submitted tickets will not disappear due to the addition or departure of individual members. In the ticket list, you can view all ticket records within the current workspace and track historical issues and their resolution progress.

Guance provides users with 5*8 hour (workdays) ticket service. After receiving a ticket, customer service personnel will handle it for you as soon as possible.

For more details about the service, please refer to Service Support Plans.

Submit a Ticket¶

In the navigation bar, click to enter the Help > Ticket Management page.
Select the Ticket Type.
Define the ticket title.
Select the Priority for the current ticket.
Fill in the ticket description.
Submit the ticket.

After receiving the application, Guance customer service will process it for you as soon as possible.

Ticket Type¶

Ticket types include:

Feature Usage Guide: Suitable for questions about feature operations, not for failures or anomalies.
Bug Report: Used to report reproducible bugs or suspected defects.
Feature Request/Suggestion: Used for feature requirements or improvement suggestions.
Documentation Issue: Used for missing, incorrect, or ambiguous documentation.
Sales Inquiry: Suitable for sales/pricing/plan-related questions.
Account Ownership Transfer: Used for administrator permission changes.
- After selecting this type, you need to download the application form first, fill in the information as required, affix the company seal, and then upload it as an attachment. If the application information is incomplete, Guance will not accept it.
Remove MFA Authentication
- After selecting this type, email verification is required.
General Inquiry: Suitable for all requests not covered by the above categories.

You can choose as needed to facilitate faster assignment and processing of issues.

Priority¶

P1 (Critical): The platform is unavailable, or one or more customers cannot use most core features.
P2 (High): Core features are failing, customer monitoring is severely affected, but the platform is not completely down.
P3 (Medium): The service is running normally, but specific integrations, configurations, or components are not working as expected.
P4 (Low): No service failure; users need guidance, basic troubleshooting, or account/management assistance.

Attachment Requirements¶

You can upload attachments for the ticket issue as needed. Supported attachment formats include .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, xls, .txt, .zip, .rar. A single attachment cannot exceed 8M, and a maximum of 5 attachments can be uploaded at one time.

View Tickets¶

Ticket List¶

All Tickets: Tickets submitted by all members within the current workspace.

My Tickets: A summary of tickets you have submitted across all workspaces.

Note

If you leave a workspace or the workspace is disbanded, tickets from that space will no longer appear in "My Tickets".

List Operations¶

You can perform the following operations in the ticket list:

Filter and Search: Filter by type, status, or search by ticket number/title.
Batch Export: Export ticket list data.
Delete Ticket.
Service Evaluation: Provide star ratings and text reviews after the ticket is closed.

Ticket Status¶

Ticket Status	Description
Awaiting Assignment	The ticket status after user submission.
Awaiting Feedback	The ticket status after being accepted by the handler.
Feedback Provided	The ticket status after the handler sends a message, excluding fixed automatic replies. When the user provides further feedback, the ticket will change back to Awaiting Feedback.
Closed	The ticket status for tickets in the "Feedback Provided" state for more than 7 days. The ticket submitter can manually close the ticket at any time.
Revoked	Tickets in the "Awaiting Assignment" state can be revoked.

Handle Tickets¶

Ticket Details¶

Click on a ticket to view information such as its status, type, submitter, and associated workspace. The details page supports communication between you and customer service, and attachments can be uploaded.

Ticket Operations¶

Awaiting Assignment: The ticket can be revoked. If needed after revocation, you can choose to reopen the ticket.

Feedback Provided: The ticket can be closed. Tickets are automatically closed after 7 days without a reply.
Closed: Cannot be reopened or replied to.