Support

The Support area of the Ingenuity Console lets you raise support tickets and track them through to resolution, without leaving the console. Anything you raise here goes straight to the Ingenuity support team, and their replies appear back in the console (as well as by email).

Who can see what

Access to Support is controlled by your organisation’s roles:

• Viewing tickets — see tickets and their conversation history.
• Creating tickets — raise new tickets.
• Managing tickets — reply to the support team, add comments, and close tickets.

If your organisation operates several brands, your access can also be limited to specific brands — the brand selector will only show the brands you’ve been given access to, and you’ll only see tickets for those brands. If you’re missing a brand or a button you expect, ask your organisation’s administrator to check your role.

Viewing your tickets

The Support homepage shows your tickets and their current status at a glance, including counts of open and closed tickets. Select any ticket to open its full conversation.

Each ticket shows:

• Status — where the ticket is in its lifecycle (e.g. Open, In Progress, Closed).
• Subject and reference — use the reference number when discussing a ticket outside the console.
• The conversation — replies from the support team and your own responses, in order.

You can also switch to a brand view to see the most recent tickets raised for a brand you have access to and whoever raised them.

Raising a ticket

1. Go to Support and select New Ticket.
2. If you have access to more than one brand, choose which brand the ticket relates to.
3. Choose a request category, and fill in the details of your issue. The category fields help route your ticket to the right team, so pick the closest match.
4. Attach any files that help explain the problem (screenshots, exports).
5. Submit. The ticket appears in your list immediately, and you’ll receive updates by email as well as in the console.

Replying and following up

Open a ticket to read the full conversation. From there you can:

• Reply to the support team — your reply is added to the conversation and the team is notified.
• Add a comment for additional context.
• Attach files to a reply.
• Close the ticket once your issue is resolved. Closed tickets stay visible in your history, but can no longer be replied to — raise a new ticket if the issue comes back.