> For the complete documentation index, see [llms.txt](https://help.twinr.dev/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.twinr.dev/support/contact-support.md).

# Support Tickets

Open a ticket with the Twinr team, track it, and reply as it progresses.

A support ticket is the tracked way to reach Twinr. You open one from the dashboard, a specialist picks it up, and the whole exchange stays in one thread — so nothing is lost in an email chain and you can see where it stands at any time.

Click **Support Tickets** in the left sidebar.

<figure><img src="https://3731994945-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MlBy5z08zL1UoCwNqmg%2Fuploads%2Fgit-blob-75da2804c34d7faf24d65259c2fa0646030c1846%2Fsupport-tickets-list.png?alt=media" alt="The Support tickets screen with status tabs, the ticket list and the New ticket button"><figcaption></figcaption></figure>

## Open a ticket

Click **+ New ticket**.

<figure><img src="https://3731994945-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MlBy5z08zL1UoCwNqmg%2Fuploads%2Fgit-blob-2e9242969c0080f120a973cb5162e54abca08b07%2Fsupport-ticket-new.png?alt=media" alt="The New support ticket form showing App, Topic, Subject, description, Priority and attachments"><figcaption></figcaption></figure>

| Field                  | What to enter                                                                                                            |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| **App**                | Which app this concerns. Pick the right one — it tells the specialist which build, plan and settings to look at.         |
| **Topic**              | Push, Publishing, Web to App Sync, Account, Billing, Build, or Other. This routes the ticket to whoever knows that area. |
| **Subject**            | One line naming the problem, as in *Push notifications not delivering on Android 15*.                                    |
| **What's happening?**  | The steps you took, what you expected, and what happened instead.                                                        |
| **Priority**           | Low, Normal, High or Urgent. **Normal** is preselected.                                                                  |
| **Attach screenshots** | PNG, JPG or WebP, up to 5 MB each.                                                                                       |

Click **Submit ticket**.

{% hint style="success" %}
**A screenshot is worth a round trip.** Most tickets that take several days do so because the first reply has to ask what the screen actually said. Attach the error, the settings page, or the notification that did not arrive, and the first reply is usually the answer.
{% endhint %}

{% hint style="info" %}
**Priority is about impact, not impatience.** Reserve **Urgent** for an app that is down or a release that is blocked. Marking everything urgent does not move you up the queue — it only makes it harder to spot the ticket that genuinely is.
{% endhint %}

## Track your tickets

The list shows each ticket with its **App**, **Priority**, **Status**, **Last update** and reply count. Four tabs filter it:

| Tab              | Shows                          |
| ---------------- | ------------------------------ |
| **All**          | Every ticket.                  |
| **Open**         | Tickets with Twinr.            |
| **Awaiting you** | Tickets waiting on your reply. |
| **Resolved**     | Tickets settled.               |

{% hint style="warning" %}
**Check Awaiting you.** A ticket sits there when a specialist has asked you something and cannot continue until you answer. This is the most common reason a ticket seems to have gone quiet.
{% endhint %}

### What each status means

| Status           | Meaning                                       |
| ---------------- | --------------------------------------------- |
| **Open**         | Received, not yet picked up.                  |
| **In progress**  | A specialist is working on it.                |
| **Awaiting you** | Waiting on your reply.                        |
| **Resolved**     | Settled. Reply to it and it reopens.          |
| **Closed**       | Final — a closed ticket cannot be replied to. |

## Inside a ticket

Click any row to open the thread. Messages run in order, yours and Twinr's, with attachments alongside.

Reply in the box at the bottom; **Attach a file** adds a screenshot to a reply as well as to the first message. A **Details** panel beside the thread shows status, priority, app, topic, assignee, when it was opened, and every attachment in one place.

**Mark resolved** closes a ticket off once you are satisfied. You do not have to wait for Twinr to do it.

{% hint style="info" %}
**Resolved is reversible; closed is not.** If the problem comes back, replying to a resolved ticket reopens it with its whole history intact — no need to explain it again. A closed ticket is final, and the thread shows a notice instead of the reply box; open a new ticket in that case.
{% endhint %}

## Replies reach you by email too

Twinr emails you when a ticket is created, when a specialist replies, and when it is resolved. Each email links straight to the thread, so you can answer from the dashboard without hunting for it.

You do not need to watch the dashboard for a reply — but do check your spam folder if a ticket seems silent for longer than you expect.

## When a ticket is not the fastest route

* **Twinr Copilot** — the assistant in your dashboard answers how-to questions straight away from this documentation. Faster than a ticket for anything already written down. See [Twinr Copilot](/twinr-copilot/twinr-copilot.md).
* **WhatsApp** — in the left sidebar, for a quick question.
* **Book a call** — 15 minutes with an app specialist, from the Support Tickets screen or **Schedule a call** in the sidebar. Best for something easier shown than described.
* **Email** — `support@twinr.dev`, if you cannot reach the dashboard at all.

{% hint style="info" %}
Anything touching your account, billing, a build or a release belongs in a ticket even if you also ask on WhatsApp. A ticket is the only channel with a written record both sides can return to.
{% endhint %}

## Common Questions

<details>

<summary>How quickly will I get a reply?</summary>

Support hours are 8 AM to 10 PM EST. A ticket opened inside those hours is usually picked up the same day; one opened overnight is picked up the next morning.

</details>

<details>

<summary>Can I add a screenshot after submitting?</summary>

Yes. Open the ticket and use **Attach a file** on a reply. There is no need to open a second ticket.

</details>

<details>

<summary>My file would not attach.</summary>

Attachments must be PNG, JPG or WebP, and under 5 MB. A PDF or a video is refused. If an attachment fails while the ticket is being created, the ticket is still created — reply to it and attach the file again.

</details>

<details>

<summary>I picked the wrong app or topic.</summary>

Say so in a reply. A specialist can reassign the ticket; you do not need to open a new one.

</details>

<details>

<summary>Who can see my tickets?</summary>

You and the Twinr support team. Tickets are not visible to other merchants.

</details>