How to Raise a Support Ticket

Welcome to the BR-DGE Support Centre! This guide will walk you through the steps to successfully raise a support ticket and get assistance for your queries or issues.

What Qualifies as a Support Ticket?

We'd like to encourage you to raise anything and everything that requires support as a ticket. Whether it’s a technical issue, feedback or idea, or a question that needs detailed clarification—if it cannot be answered with a simple "Yes" or "No," it qualifies as a support ticket.

Simply put, if you're facing an issue that requires more than a basic answer or needs investigation, you should raise a ticket. Our support team is ready to assist you, ensuring timely and effective resolutions to your concerns.

Self-Help Resources

Before raising a ticket, you can also explore the Knowledge Base Articles available within the Support Centre. These resources offer answers to commonly asked questions and solutions to frequent issues, which might help you resolve the problem on your own. However, if the help articles don’t fully address your query, feel free to submit a support ticket for personalised assistance.

Step-by-Step Guide to Raising a Support Ticket

Step 1: Log in to the BR-DGE Support Centre

1. Click Login to enter the Support Centre.
   • If you do not have an account, click Sign Up and follow the registration process.
   • If you forgot your password, click Forgot Password? and follow the instructions to reset it.

Step 2: Navigate to the Support Section

Once logged in, you will be directed to the dashboard. Here’s how to find the ticket submission section:

1. At the top of the dashboard, you will see a Submit a Ticket button. Click it to start the ticket creation process.

Step 3: Fill in the Support Ticket Form

The support ticket form allows you to provide essential information about your issue. Complete the following fields:

1. Subject Line: Write a brief, clear description of your issue or request.

   • Example: "Unable to log into the portal" or "Request for password reset."

2. Description: Provide a detailed explanation of the issue you're facing. Include any relevant details such as error messages, steps taken, or the impact of the issue.

   • Example: "I received an error when trying to reset my password. The error code is ‘1234’. I followed all instructions but couldn’t complete the process."

3. Ticket Type: Select the appropriate category for your issue from the dropdown menu. Categories include General Question, Problem, Feedback or Idea etc.
   
   

4. Priority: Choose the priority level of your request:

   • Low: For general questions or minor issues.
   • Medium: For issues that need timely resolution but are not urgent.
   • High: For issues that affect your workflow significantly.
   • Urgent: For critical issues that need immediate attention.
     
     

5. Attachments: If relevant, you can upload files to provide more context (e.g., screenshots, error logs, documents). Click Attachment and select the files from your computer.
   

6. Submit: Once everything is filled in correctly, click Submit.
   • You will receive a confirmation message that your ticket has been submitted successfully.
   • An email confirmation will also be sent to you with the ticket number and details for future reference.

Step 5: Track the Status of Your Ticket

1. After submitting your ticket, you can track its progress in the BR-DGE Support Centre.

2. Go to the Tickets section from the main dashboard to view all the tickets you’ve submitted.

3. Click on a specific ticket to view more details, add your reply, or upload additional attachments.