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Support Tickets

Submit a support ticket, track its status, and communicate with the support team.

All UsersLast reviewed 25 Oct 2026

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The Notification Centre

When something is broken or the knowledge base does not answer your question, you can raise a support ticket without leaving TravelFlow. Tickets go to the platform administrators, who reply inside the same ticket thread.

Opening the Ticket Form

A round blue button with a headset icon floats in the bottom-right corner of every page once you are signed in. It is hidden only on the sign-in pages, and it slides out of the way while you scroll down, returning as soon as you scroll back up.

  1. Click the headset button. A small panel titled Get Help slides up.
  2. The panel offers View My Tickets and Knowledge Base links, plus a blue Report an Issue button at the bottom.
  3. Click Report an Issue. The panel closes and a dialog titled Report an Issue opens.

You can reach the same dialog from /support using the New Ticket button in the page header.

Filling In the Form

  1. Subject (required) — a brief summary, up to 200 characters.
  2. Category — one of Bug, Account Issue, Feature Request, Integration Problem, Billing, Performance, Security or Other. It starts on Bug.
  3. Priority — Critical, High, Medium or Low. It starts on Medium. You can pick from the dropdown or from the row of coloured chips underneath it.
  4. Description (required) — what you were doing, what you expected, and what happened instead. This field needs at least 20 characters; a counter under the box tells you how many more you need.

The Submit Ticket button stays greyed out until the subject has some text and the description reaches 20 characters. If the button looks disabled, that is almost always why.

Tip: TravelFlow attaches the page URL you were on, your browser identification string and your window size to the ticket automatically. Support sees them under Technical Context on the ticket, so you do not need to collect any of it yourself.

Choosing a Priority

  • Critical — the system is down or data has been lost.
  • High — a major feature is broken.
  • Medium — a feature is impaired but there is a workaround.
  • Low — a minor or cosmetic issue.

Priority controls how loudly the ticket announces itself to administrators — a Critical ticket raises an urgent notification for them — and it drives the overdue count on their queue. TravelFlow does not publish a guaranteed response time to you, so treat priority as a signal of impact rather than a promise of a deadline.

After You Submit

The dialog switches to a Ticket Created confirmation showing your ticket number in the format TKT-2026-000001. Use the copy icon beside it if you need to quote the number elsewhere, then either open View My Tickets or close the dialog.

Tracking Your Tickets

Go to /support. The View My Tickets link in the help panel goes there from anywhere, and in the consultant, organization portal and accounting navigation bars the small lifebuoy icon on the right does too (on wide screens only). Filter chips across the top let you narrow the list, each showing a count:

  • Open — submitted, not yet picked up.
  • In Progress — someone is working on it.
  • Awaiting Your Reply — support has asked you something and is waiting.
  • Resolved — support believes it is fixed.
  • Closed — the ticket is finished and locked.

Each row shows the ticket number, status, priority, subject, category, creation date and reply count. Click a row to open the full ticket.

Replying to a Ticket

The ticket page shows the status, priority, category, creation date and elapsed time, then your original description, the technical context, and the conversation. Replies from support carry a green Support tag. The support team's internal notes are kept apart from your ticket, so they are never shown to you.

Type into the box at the bottom and press Send Reply. If the ticket status is Awaiting Your Reply, a purple banner above the box reminds you that the team is waiting. Resolved tickets can still be replied to, which is how you reopen a conversation if the fix did not work. A reply can be up to 4,000 characters. Once raised, a ticket's subject and description cannot be changed: add anything new as a reply.

Important: Once a ticket is Closed, the reply box disappears and the page tells you to create a new ticket instead. If a closed issue comes back, raise a fresh ticket and quote the old ticket number in the description.

Notifications

When an administrator posts a public reply, TravelFlow creates an in-app notification titled Support Ticket Update with a View Ticket action. Check the bell icon in the top navigation bar for it. Ticket replies are not emailed to you, so if you are waiting on an answer, come back to /support rather than watching your inbox.

Private Travellers

If you sign in as a private traveller, the Support item in your top navigation bar opens /private/support. It lists the same tickets as /support, with each one's status, priority and reply count, and its New Ticket button opens the same form as the floating headset button. Click a ticket to open its page, read the replies and answer.