--- title: "Raise a ticket" slug: "raise-a-ticket" updated: 2026-09-18T12:24:44Z published: 2026-09-18T12:24:44Z canonical: "docs.turbo360.com/raise-a-ticket" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.turbo360.com/llms.txt > Use this file to discover all available pages before exploring further. # Raise a ticket ## Overview Use the Turbo360 support portal or the in-app support option to raise a ticket when an issue cannot be resolved using the [Troubleshooting hub](https://docs.turbo360.com/docs/troubleshooting-hub) or the module-specific troubleshooting articles. A support ticket logs your issue formally with the Turbo360 support team, gives you a tracked record of your request, and lets the team investigate issues that require access to platform telemetry, internal logs, or engineering input. ## Prerequisites - An active Turbo360 account with a valid subscription - Access to [turbo360.com/support](https://turbo360.com/support) or to the Turbo360 application - Relevant details about the issue, including error messages, affected modules, and steps to reproduce ### Required permissions Any authenticated Turbo360 user can raise a support ticket. No elevated role is required. ## How it works When you raise a ticket, the Turbo360 support system assigns it a unique ticket ID and routes it to the appropriate team based on the issue category you select. You receive an email confirmation with your ticket ID. The support team reviews your submission and responds within the SLA timeframe for your subscription tier. You can track the status of open tickets, add comments, and upload attachments from the support portal at any time. The support team is available **4am to 10pm GMT, Monday to Friday**. ## Steps **Via the support portal:** 1. Go to [turbo360.com/support](https://turbo360.com/support). 2. Select **Support Ticket**. 3. Select the **Issue category** that best describes your problem (for example, Setup, Authentication, Cost Analyzer, Business Applications). 4. Enter a clear **Subject**: a one-line summary of the issue. 5. In the **Description** field, provide a description of the problem, the steps to reproduce it, the module or feature affected, any error messages shown in the UI or browser console, and the approximate time the issue first occurred. 6. Set the **Priority** level: - **Low:** general questions or minor issues with no business impact - **Medium:** issues causing degraded functionality - **High:** issues blocking a business-critical workflow - **Critical:** platform-wide outage or data loss 7. Attach any supporting files using the **Attach files** option. Supported types include screenshots, log exports, and configuration exports. 8. Click **Submit**. **Via the in-app support option:** 1. Click your profile avatar in the top-right corner of the Turbo360 application. 2. Select **Support** from the dropdown menu. This sends a support request directly to the Turbo360 support team by email. You will receive an email confirmation at the address associated with your Turbo360 account. The email includes your ticket ID and a link to track progress at [turbo360.com/support](https://turbo360.com/support). ## Configuration | Option | Type | Required | Description | | --- | --- | --- | --- | | Issue category | Dropdown | Yes | The functional area the issue relates to | | Subject | Text | Yes | One-line summary of the issue | | Description | Text | Yes | Full details of the issue including reproduction steps | | Priority | Dropdown | Yes | Business impact level: Low, Medium, High, or Critical | | Attachments | File upload | No | Supporting screenshots, logs, or exports | ## Limitations - Ticket submission requires an active Turbo360 subscription. Expired or suspended accounts cannot raise tickets through the portal. - The support team is available 4am to 10pm GMT, Monday to Friday. Tickets submitted outside these hours will be addressed on the next business day. - Supported attachment types include PNG, JPEG, and GIF for screenshots, and CSV, TXT, and ZIP for log exports and configuration files. Files that cannot be opened or are potentially harmful may be rejected by the support system. - Ticket history and all associated comments and attachments are retained in the support portal for the duration of your active subscription. For details specific to your account, contact the Turbo360 support team. - Priority level selection is advisory. The support team may reassign the priority based on initial triage. ## Troubleshooting 1. **Ticket submission form does not load** Cause: A browser extension or network policy is blocking the support portal. Fix: Disable browser extensions and retry. If the issue persists on your corporate network, try accessing [turbo360.com/support](https://turbo360.com/support) from a personal device, or use the in-app **Support** option instead. 2. **Confirmation email is not received after submission** Cause: The email was filtered into a spam or junk folder, or the email address on the account is incorrect. Fix: Check your spam folder. Verify the email address associated with your Turbo360 account in **Account settings**. 3. **Cannot attach a file to the ticket** Cause: The file exceeds the maximum attachment size or is an unsupported file type. Fix: Compress large files before attaching. Use PNG or JPEG for screenshots and CSV or TXT for log exports. 4. **Ticket status is not updating after the support team responds** Cause: The support portal page is displaying a cached state. Fix: Refresh the page or clear the browser cache to see the latest ticket status. 5. **Submitted ticket is not visible in the support portal** Cause: The ticket was submitted under a different user account or organisation. Fix: Confirm you are logged in with the same account used to submit the ticket. Contact your organisation administrator if you need access to tickets raised by other users. ## FAQs 1. **What response time can I expect after raising a ticket?** Response times depend on your subscription tier and the priority level assigned to the ticket. Higher-priority tickets and higher-tier subscriptions receive faster initial responses. For the response timeframes that apply to your account, refer to your subscription agreement or contact Turbo360 support. 2. **Can I raise a ticket on behalf of another user?** Organisation administrators can submit tickets on behalf of users in their organisation. Include the affected user's account details in the ticket description. 3. **How do I escalate an open ticket if it is not progressing?** Add a comment to the open ticket requesting escalation and update the priority level if the business impact has increased. You can also use the live chat option at [turbo360.com/support](https://turbo360.com/support) during support hours, or see [Contact support](https://docs.turbo360.com/docs/contact-support) for additional channels. ## Related articles - [Troubleshooting hub](https://docs.turbo360.com/docs/troubleshooting-hub) - [Contact support](https://docs.turbo360.com/docs/contact-support) - [Community support](https://docs.turbo360.com/docs/community-support)