Support & Inquiries
Submit and manage support tickets from within the platform, and handle inbound inquiries from the marketing site — all in one place.
Document Ocean 360 includes a built-in support system so users can report issues and request help without leaving the platform. Additionally, Admins can manage inbound inquiries submitted through the public marketing site.
/admin/support Submitting a Support Ticket
Any authenticated user can submit a support ticket directly from the platform. Tickets are routed to the admin team for triage and resolution.
Open the Help menu
Click the question-mark icon in the bottom-left corner of the sidebar, then select Submit a Ticket.
Fill out the ticket form
Provide a subject, description of the issue, and select a priority level. Attach screenshots or files if helpful.
Choose a category
Select the category that best matches your issue: Bug Report, Feature Request, Account Issue, or General Question.
Submit
Click Submit Ticket. You'll receive a confirmation with a ticket number. Updates are delivered via in-app notifications and email.
Support Ticket Form Fields
A brief summary of the issue or request. Keep it concise but descriptive.
A detailed explanation of the problem, including steps to reproduce if applicable.
Bug Report, Feature Request, Account Issue, or General Question.
Low, Medium, High, or Critical. Critical is reserved for platform-wide outages.
Upload screenshots, log files, or documents that help illustrate the issue. Max 10 MB per file.
Ticket Statuses
Every ticket moves through a lifecycle of statuses so both users and admins can track progress.
Open The ticket has been submitted and is awaiting an admin response.
In Progress An admin has acknowledged the ticket and is actively working on a resolution.
Resolved The issue has been addressed. The submitter is notified and can re-open the ticket if the problem persists.
Closed The ticket is finalized and no further action is expected. Closed tickets remain searchable in the history.
Auto-close policy
Resolved tickets that receive no response from the submitter within 7 days are automatically moved to Closed status. Users can re-open a closed ticket within 30 days if the issue recurs.
Handling Marketing Inquiries
Inquiries submitted through the public marketing site (contact form, demo requests, pricing questions) flow into the Inquiries tab on the Support page. This keeps all inbound communication centralized.
Review new inquiries
Navigate to Admin → Support → Inquiries tab. New submissions are highlighted at the top of the list.
Assign to a team member
Click an inquiry to open the detail view, then assign it to a sales or support team member for follow-up.
Respond to the inquiry
Use the built-in reply form to send an email response directly from the platform. The conversation thread is preserved.
Resolve or archive
Mark the inquiry as Resolved once handled, or Archive it if no further action is needed.
Permissions
Support ticket access varies by role. Regular users can only see their own tickets, while admins have broader visibility.