Tickets¶
To address any issues encountered in Guance, you can seek advice and guidance by submitting a ticket. This includes difficulties in resolving problems during usage, inquiries about purchases and costs, and suggestions for requirements and improvements to Guance. Once a ticket is received, the official team will promptly handle and provide feedback.
The ticket system is based on the workspace level, so submitted tickets will not disappear due to the addition or removal of a member. In the ticket list, you can view all the tickets within the current workspace and understand the problems encountered and the feedback given.
Guance provides 5x8 hours of ticket service. Once the customer support team receives a ticket, they will handle it as soon as possible.
Click on the Help > Tickets in the lower-left corner to access the ticket management portal:
Submit a Ticket¶
On the ticket management page, you can directly click on Submit Ticket, select the type of ticket, and enter the title and description of the ticket to create it. Attachments can also be uploaded.
Ticket Types¶
The ticket types include MFA Unbinding, Owner Account Change, Purchase Consultation, Help Documentation, Requirement Suggestion, Bug Report, Usage Problem, and Other. You can select the corresponding type based on the ticket issue for faster assignment and resolution.
Notes:
- When the ticket type is Owner Account Change, you need to download the application form, fill in the required information, stamp it with the company seal, and upload it as an attachment. Incomplete application information will not be accepted.
- When the ticket type is MFA Unbinding, email verification is required.
Ticket Status¶
| Ticket Status | Description |
|---|---|
| Allocating | The status of the ticket after it is submitted by the user. |
| Pending | The status of the ticket after it is accepted by the ticket handler. |
| Feedback | The status of the ticket after the ticket handler sends a message, excluding the fixed automatic reply. When the user provides further feedback, the ticket will be changed to Waiting for Feedback. |
| Closed | The status of the ticket after 48 hours of feedback. The ticket submitter can manually close the ticket at any time. |
| Cancled | The ticket can be canceled when it is in Waiting for Assignment status. |
Attachments¶
You can upload attachments according to the needs of the ticket issue. Attachments support the following formats: .png, .gif, .jpg, .jpeg, .bmp, .doc, .docx, .pdf, .xlsx, .xls, .txt, .zip, and .rar. Each attachment cannot exceed 8MB, and up to 5 attachments can be uploaded at a time.
Ticket List¶
All tickets submitted by members within the current workspace will be displayed in the All Tickets list, allowing you to clearly see the status of each ticket.
In My Tickets, you can view a summary of the tickets you have submitted across all workspaces.
Note: If you exit Workspace A or Workspace A is dissolved, the tickets from Workspace A will not be displayed in My Tickets.
You can filter the tickets based on ticket type or status. In the search box, you can enter the ticket number or title to quickly locate a ticket.
Ticket Details¶
Clicking on any ticket allows you to view detailed information such as the status, type, submitter, and associated workspace. On the details page, you can communicate with Guance and upload attachments.
- For tickets in Waiting for Assignment status, users can revoke the ticket. After revocation, the ticket will be closed and the status will be set as Canceled, and no further messages can be replied to.
- For tickets with Feedback Received status, users can close the ticket. The status will be set as Closed. Once a ticket is closed, it cannot be reopened, and no further messages can be replied to.
