Docs / Platform Settings / Support Feedback

Support & Feedback

The Support tab allows you to submit feedback, report bugs, and view open issues from all users of your ZEM Cloud instance.

Accessing Support Settings

  1. Click Configuration Settings in the sidebar
  2. Select the Support tab

Submitting a Ticket

Report bugs, request features, or report security incidents directly to the ZEM Cloud support team.

Ticket Types

  • Bug - Report something that isn't working as expected
  • Feature Request - Suggest a new feature or improvement
  • Security Incident - Report a security concern (treated with high priority)

Creating a Ticket

  1. Select the ticket type from the dropdown
  2. Enter a short, descriptive title
  3. Provide detailed description of the issue or request
  4. Optionally add your email for follow-up
  5. Optionally attach a screenshot (max 5MB)
  6. Click Send

My Open Tickets

View tickets you've submitted that are still open. This section shows tickets submitted from your account that haven't been resolved yet.

Ticket Information

Each ticket displays:

  • Ticket ID - Unique identifier for the ticket
  • Title - Summary of the issue
  • Type - Bug, Feature Request, or Security Incident
  • Status - Current state of the ticket
  • Submitted - When the ticket was created

Refreshing Tickets

Click Refresh to fetch the latest status of your tickets from Platform One Support.

All Open Issues

View active tickets from all users of your ZEM Cloud instance. This provides visibility into known issues and planned improvements.

Features:

  • Anonymity - Reporter names are hidden for privacy
  • Collective Approach - See what issues others are experiencing
  • Avoid Duplicates - Check if your issue has already been reported

Ticket Status

Tickets progress through various statuses:

  • Open - Ticket received, awaiting review
  • In Progress - Actively being worked on
  • Pending - Awaiting additional information
  • Resolved - Issue fixed or feature implemented
  • Closed - Ticket completed
  • Abandoned - No response from reporter after requests for information

Best Practices

  • Search existing issues before submitting a new ticket
  • Provide detailed reproduction steps for bugs
  • Include relevant screenshots when helpful
  • Check back for updates on your tickets
  • Use Feature Requests for suggestions, not bugs