> ## Documentation Index > Fetch the complete documentation index at: https://memberpulseptyltd.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # UJ-M-027: Submit Support Ticket > Member submits a support ticket for help with an issue ## Journey Overview | Attribute | Value | | -------------- | -------------------------------------------------- | | **Journey ID** | UJ-M-027 | | **Actor** | Member | | **Goal** | Get help with an issue or question | | **Trigger** | Member cannot find answer in help center | | **Outcome** | Support ticket created and assigned for resolution | ## Preconditions * Member is authenticated * Support ticket system is enabled * Help center searched first (recommended) ## Journey Flow ```mermaid theme={null} flowchart TD A[Search help center] --> B{Found answer?} B -->|Yes| C[Issue resolved] B -->|No| D[Click Submit Ticket] D --> E[Select category] E --> F[Describe issue] F --> G[Attach files optional] G --> H[Submit ticket] H --> I[Ticket created] I --> J[Confirmation sent] J --> K[Support team notified] K --> L[Await response] ``` ## Detailed Steps Member navigates to Support: * Main navigation → Support/Help * Dashboard → Help widget * Footer → Contact Support * Help center → "Still need help?" System encourages self-service: ``` ┌─────────────────────────────────────────────────────────────┐ │ How can we help? │ ├─────────────────────────────────────────────────────────────┤ │ │ │ [🔍 Search for help... ] │ │ │ │ Popular Topics │ │ • How to reset my password │ │ • Update payment method │ │ • Cancel my membership │ │ • Download certificates │ │ │ │ ─────────────────────────────────────────────────────────── │ │ │ │ Can't find what you're looking for? │ │ [Submit a Support Ticket] │ │ │ └─────────────────────────────────────────────────────────────┘ ``` Click "Submit a Support Ticket": ``` ┌─────────────────────────────────────────────────────────────┐ │ Submit Support Ticket │ ├─────────────────────────────────────────────────────────────┤ │ │ │ Category * │ │ [Select a category ▼] │ │ • Account & Login │ │ • Membership & Billing │ │ • Events │ │ • Courses & Learning │ │ • CPD │ │ • Technical Issue │ │ • Other │ │ │ │ Subject * │ │ [Brief description of your issue ] │ │ │ │ Description * │ │ ┌─────────────────────────────────────────────────────────┐ │ │ │ Please describe your issue in detail... │ │ │ │ │ │ │ │ │ │ │ │ │ │ │ └─────────────────────────────────────────────────────────┘ │ │ │ │ Priority │ │ ○ Low - General question │ │ ● Normal - Issue affecting my work │ │ ○ High - Urgent, blocking issue │ │ │ │ Attachments │ │ [📎 Add files] (Screenshots, documents - max 10MB) │ │ │ │ [Cancel] [Submit Ticket] │ │ │ └─────────────────────────────────────────────────────────────┘ ``` Choose category for routing: | Category | Routes To | SLA | | -------------------- | ----------------- | --- | | Account & Login | Technical Support | 24h | | Membership & Billing | Billing Team | 24h | | Events | Events Team | 48h | | Courses & Learning | LMS Support | 48h | | CPD | CPD Team | 48h | | Technical Issue | Technical Support | 24h | | Other | General Support | 48h | Provide details: **Subject:** Brief one-line summary **Description:** * What happened * What you expected * Steps to reproduce * Error messages seen * When it started **Helpful Tips:** * Be specific * Include relevant IDs (order, event, etc.) * Describe what you've already tried Optional attachments: * Screenshots of errors * Relevant documents * Screen recordings **Limits:** * Max 5 files * Max 10MB per file * Formats: JPG, PNG, PDF, DOC Click "Submit Ticket": 1. Form validated 2. Ticket record created 3. Ticket number assigned 4. Confirmation displayed 5. Email confirmation sent 6. Support team notified Success page: ``` ┌─────────────────────────────────────────────────────────────┐ │ ✅ Ticket Submitted │ ├─────────────────────────────────────────────────────────────┤ │ │ │ Your support ticket has been submitted. │ │ │ │ Ticket Number: TKT-2025-12345 │ │ │ │ What happens next: │ │ • Our support team has been notified │ │ • Expected response time: Within 24 hours │ │ • You'll receive updates via email │ │ │ │ [View My Tickets] [Back to Help Center] │ │ │ └─────────────────────────────────────────────────────────────┘ ``` ## Ticket Statuses | Status | Description | | ------------------- | ------------------------------------- | | Open | Ticket submitted, awaiting assignment | | In Progress | Assigned and being worked on | | Waiting on Customer | Response needed from member | | Resolved | Issue resolved | | Closed | Ticket closed after resolution | ## SLA Expectations | Priority | First Response | Resolution Target | | -------- | -------------- | ----------------- | | Low | 48 hours | 5 business days | | Normal | 24 hours | 3 business days | | High | 4 hours | 1 business day | ## Auto-Response Upon submission, member receives: **Email:** * Ticket number * Copy of submission * Expected response time * Link to track ticket * Suggestion articles (AI-matched) ## Related Entities * [`Support Ticket`](/entities/core/support-ticket) ## Related Journeys * [UJ-M-026](/member/journeys/search-help) * [UJ-M-028](/member/journeys/track-ticket) ## Acceptance Criteria ### Frontend * [ ] Ticket submission form * [ ] Category dropdown * [ ] Priority selection * [ ] Rich text description * [ ] File attachment (drag & drop) * [ ] Form validation * [ ] Success confirmation * [ ] Ticket number display * [ ] Mobile-friendly form ### Backend * [ ] `POST /api/support/tickets` - Create ticket * [ ] Ticket number generation * [ ] File upload handling * [ ] Email notifications * [ ] Support team alerts * [ ] Auto-categorization (optional) ### Permissions * [ ] Only authenticated members can submit * [ ] Rate limiting (prevent spam) ### Business Rules * [ ] Category determines routing * [ ] Priority affects SLA * [ ] Member info attached to ticket * [ ] Duplicate detection (optional) ### Error Handling * [ ] Form validation errors * [ ] File upload failures * [ ] Submission error with retry