Account, billing and team

Use Nune support tickets

Support tickets keep a website problem and its replies together. Direct Nune clients can use them; on developer accounts they are available to account owners and admins.

Create a useful ticket

  1. Open Support for the affected website.
  2. Enter a short Ticket subject describing the result you need.
  3. In Request details, explain what happened, what you expected and when it occurred.
  4. Include the affected page address and any exact error message.
  5. Select Create Ticket.

Do not include passwords, SMTP credentials, Stripe secret keys or payment-card information. A screenshot can be useful, but remove private customer information first.

Read and reply

The newest tickets appear in Support Tickets. Open a ticket to see its original message and the conversation. Nune responses are marked Nune reply.

Enter a message under Reply and select Send Reply. Adding a reply returns the ticket to Open so support knows further attention is required.

Ticket statuses

  • Open means work or a response is needed.
  • Pending means the ticket is waiting for information or another event.
  • Resolved means the issue has been addressed.
  • Closed means no further action is expected.

Select a status and then Update. Reopen or reply to a ticket when the issue returns rather than creating duplicates for the same problem.