This article covers the following topics:

Overview

The Help Request link in the left-hand menu opens the Support Tickets page. Use it to ask the support team for help and to keep track of every request that is currently open from your email. From here you can:

See open support tickets
Submit a new help request
Open a ticket to follow the conversation and reply
Close a ticket once your question is resolved

When there are unread updates a red dot will appear to the right of the Help Request link.

Opening the Support Tickets page

In the left-hand menu, click Help Request (just below Help Articles).
The Support Tickets page opens and lists your site's tickets.

Tip: Before opening a ticket, check Help Articles — many common questions are already answered there.

Ticket List

The top of the page shows how many tickets were found (for example, 2 ticket(s) found).

Each ticket appears as a row in the table:

Column	What it shows
ID	The ticket number. Mention it if you contact support by phone or email.
Subject	The short title entered when the ticket was created.
Created	The date and time the ticket was submitted.
Updated	The date and time of the most recent activity, such as a new comment.
(last column)	A Close Ticket link for closing the ticket.

Tools above and below the table help you find tickets:

Show n entries — choose 10, 25, 50 or 100 tickets per page.
Search — type any word, ticket ID or date to filter the list instantly.
Column headers — click a header to sort by that column; click again to reverse the order.
First / Previous / Next / Last — move between pages when you have more tickets than fit on one page.

Submitting a New Help Request

To submit a new help request use the following steps:

On the Support Tickets page, click the Help Request button in the top-right corner.
Subject — enter a short, specific title (for example, Different tolerances for head vs pelvis scans).
Description — explain what you need. The editor supports bold, italic, underline, text color, highlighting, numbered and bulleted lists, links and inline images. Useful details include:
- What you were trying to do
- What happened instead, including any error message
- The machine, schedule, test or report involved
Page Location or URL (optional) — go to the page in question, copy the address from your browser's address bar and paste it here. This takes support straight to the right screen.
Attachments (optional) — click Attach Files to add screenshots, exported reports or other files.
Click Submit Request. The new ticket appears in your list, and a member of the support team will respond as soon as possible.

To leave without submitting, click ← Back to tickets at the top left.

Note: Don't include patient names or other patient-identifying information in tickets or attachments. Blur or crop screenshots where needed.

Viewing and Replying to a Ticket

Click any row in the ticket list to open it. The ticket page shows:

Header — the ticket number and subject (for example, #29416 — Different tolerances for head vs pelvis scans).
Created / Updated — when the ticket was opened and last changed.
Comments — the full conversation, oldest first. Each entry shows who posted it and when.

To reply:

Scroll to Add a Comment.
Type your reply in the editor (the same formatting tools as a new request are available).
Optionally click Attach Files to add files.
Click Submit Comment. The ticket's Updated time changes and support is notified.

Click ← Back to tickets to return to the list.

Closing a Ticket

When your question has been answered, click Close Ticket at the end of that ticket's row on the Support Tickets page. Closed tickets no longer appear in the list. If the issue comes back, submit a new help request and mention the old ticket ID.

Tips and FAQ

How do I get the fastest answer? Use a clear subject, paste the page URL, and attach a screenshot showing the problem. One issue per ticket keeps conversations easy to follow.

I have a follow-up question on the same issue. Add a comment to the existing ticket instead of opening a new one, so the history stays together.

I can't find a ticket. Clear the Search box, increase Show entries, or sort by Updated to bring the most recent activity to the top. Closed tickets are not shown.

Can I still reach support another way? Yes ,you can contact support by phone or email. Have your ticket ID ready if one exists.