Overview:
This article explains how to create and submit a support ticket in Xvantage™.
Providing detailed information when creating a ticket helps support teams understand and resolve issues more efficiently. Include a clear description of the issue and attach relevant diagnostic files, such as screenshots, logs, reports, or email files whenever possible. This reduces the need for follow-up requests and helps accelerate resolution.
Process:
Log in to Xvantage.
From the left navigation menu, select Help and Support.
On the Help and Support page, click + New Ticket in the My Tickets section.
Select Xvantage Support.
Complete all required fields on the ticket form.
In the Issue Description field, enter a detailed description containing at least 50 characters.
To attach files, click Upload and Attach Files below the description field.
In the upload window, either click Click to Upload or drag and drop files into the upload area.
Supported file types:
Images: JPEG, JPG, PNG, GIF
Documents: DOC, DOCX, XLS, XLSX, CSV, TXT, PDF, HAR
Email files: EML, MSG
Important: HAR and email files must be uploaded as a ZIP file.
Click Confirm to complete the file upload.
Select Get Support to submit the ticket.
Before the ticket is created, Xvantage may display suggested knowledge base articles that could help resolve the issue.
Choose one of the following options:
I'm Good Now: Select this option if the suggested article resolves your issue.
Still Need Help - Open a Ticket: Select this option to continue creating the support ticket.
After submission, a confirmation message and Ticket ID are displayed.
You can also select Start Chat to be redirected to the Xvantage Digital Assistant for additional support.