Support Tickets
The Support Center lets you raise tickets directly with the support team for any issues with your centrifuge — whether it is a repair, a complaint, or a general question. All communication happens within the ticket thread.
Navigate to Support from the top navigation.
The Support Center Overview
At the top of the page you will see:
- A short description of what the support center is for
- Stats row showing how many tickets you have in each status:
| Stat | Colour | Meaning |
|---|---|---|
| Open | Orange | Submitted, waiting for a response |
| In Progress | Cyan | Support team is actively working on it |
| Resolved | Green | Issue has been resolved |
| Total | Gray | All tickets ever raised |
Tabs
Use the tabs to filter your ticket list:
| Tab | Shows |
|---|---|
| All | Every ticket |
| Active | Open + In Progress tickets |
| Resolved | Resolved tickets |
| Closed | Closed tickets |
The Ticket List
Each ticket in the list shows:
- A coloured stripe on the left (matches the ticket's status colour)
- An emoji icon showing the issue type (🔧 Repair, ⚠ Complaint, 💬 Inquiry)
- The subject line of the ticket
- Ticket ID, issue type, and when it was last updated
- A status badge
Click any ticket to open the full conversation thread.
Raising a New Ticket
Click New Ticket (top right) or Create First Ticket (if you have none yet).
A modal window opens with three fields:
1. Issue Type
Click one of the three buttons to select what kind of issue this is:
| Type | Use for |
|---|---|
| 🔧 Repair | Physical damage, mechanical fault, device not working |
| ⚠️ Complaint | Problems with the product or service |
| 💬 Inquiry | General questions, clarifications, information requests |
2. Subject
Type a short summary of the issue (up to 120 characters). The character count is shown in the corner.
3. Description
Write a detailed description of the problem (up to 2,000 characters). Include what happened, when it started, and any error codes you saw.
Click 🎫 Submit Ticket to send.
Inside a Ticket Thread
After clicking a ticket, you see the full conversation:
Top bar:
← All Tickets— go back to the ticket list- Ticket ID (e.g.
#ABC12345) - Issue type pill with emoji
- Current status badge
Subject card:
- The subject you wrote when creating the ticket
- The date and time it was opened
Messages:
- Messages appear in a chat-style thread
- Your messages appear on the right side
- Support team messages appear on the left side with their name and role
Replying: At the bottom, type your reply in the text box and click Send Reply →. You can also press Ctrl+Enter to send.
Once a ticket is Closed, the reply box is replaced by: "🔒 This ticket is closed. Open a new ticket if you need further help."