Learn how our support ticket system works and how to get the best help from our team.
Our support ticket system is designed to provide you with efficient, trackable help for any issues or questions you may have. Each ticket gets a unique number and goes through a structured process to ensure nothing gets missed.
Every support ticket goes through different statuses as our team works to resolve your issue. Here's what each status means:
What it means: Your ticket has been received and is waiting for our support team to review it.
What happens next: A support agent will review your issue and respond with initial guidance or questions.
Can you reply? Yes, you can add more information anytime.
What it means: Our support team has responded and is waiting for your reply or action.
What happens next: Please check your email and dashboard for our response. We may need more information or be waiting for you to try a suggested solution.
Can you reply? Yes, please respond to keep the conversation going.
What it means: Our team believes your issue has been solved, but we want to make sure!
What happens next: Please test the solution and let us know if it worked. If the issue persists, just reply and we'll reopen the ticket.
Can you reply? Yes, you can confirm the fix worked or report if issues continue.
What it means: Your issue has been completely resolved and the ticket is archived.
What happens next: Nothing! Your issue is solved. If you have a new problem, please create a new ticket.
Can you reply? No, closed tickets cannot be reopened. Please create a new ticket for new issues.
When creating a ticket, choose the priority level that best matches your situation:
Use for: How-to questions, feature requests, general inquiries
Use for: Account issues, survey problems, payment questions
Use for: Cannot access account, missing payments, data issues
Use for: Security concerns, service outages, data loss
OPEN "I can't log in to my account"
PENDING "Can you try resetting your password? Click here..."
PENDING "I tried but didn't receive the reset email"
RESOLVED "Found the issue - email was blocked. Fixed it and reset your password to: [new password]"
RESOLVED "Perfect! I can log in now. Thank you!"
CLOSED Issue resolved successfully.
We strive to respond to all tickets promptly. Our target response times are:
Monday-Friday: 9:00 AM - 6:00 PM IST
Saturday: 10:00 AM - 4:00 PM IST
Sunday: Closed (emergency only)
Urgent: Within 2 hours
High: Within 8 hours
Medium: Within 24 hours
Low: Within 48 hours
Response times are for first response. Complex issues may require multiple exchanges, but we'll keep you updated on progress throughout the resolution process.
Subject: Cannot complete survey ID #12345 - browser crashes
Priority: Medium
Description: "Hi, I'm trying to complete survey #12345 'Shopping Preferences' but on question 8 (the one about brands), my browser (Chrome v91 on Windows 10) crashes and closes. This has happened 3 times now. I've tried clearing my cache and using incognito mode, but same issue. I need to complete this survey by Friday to get the reward. Screenshots attached."
Subject: Survey not working
Priority: Urgent
Description: "Your surveys don't work. Fix it."
A: Yes! If the solution didn't work or you have follow-up questions, just reply to the resolved ticket. We'll reopen it and continue helping.
A: We'll wait 7 days for your response. After that, we'll send a reminder. If there's no response after 14 days, we'll mark it as resolved.
A: You can mention in a reply if urgency has changed, but our support team manages priority levels based on actual impact and urgency.
A: You'll receive an email notification and can also check your dashboard support section for updates.
A: We primarily use tickets to ensure nothing gets lost and maintain quality records. For complex issues, our team may schedule a call as part of the resolution process.