---
title: "Support tickets"
slug: portal/tickets
url: https://projectri.com/docs/portal/tickets
section: portal
audience: portal
app_route: "/portal/tickets"
mobile: "/(portal)/(tabs)/tickets"
updated: 2026-09-08
source: Projectri documentation
---

# Support tickets

Raise a support ticket with screenshots or a recording, and follow every ticket your company has open with this supplier.

![Support tickets](https://projectri.com/docs-shots/portal-tickets.png)

## What it is

The support queue, from your side. A list of your company's tickets with their
reference, when they were last touched, how many replies they have, and a status
pill — plus the button that raises a new one.

## How to get there

**Support** in the sidebar. **Help** sits above it on purpose: an answer found
in the help centre is a ticket nobody has to raise.

Every contact can read the list. A view-only contact gets no **New ticket**
button.

## How to use it

### Find a ticket

1. The two toggles above the list are **Open** and **All**. Open is the default.
2. Rows are newest first, up to 100.
3. Click one to read it and reply.

### Raise a ticket

1. Press **New ticket**.
2. **What is happening** — a short summary.
3. **Tell us more** — what you were doing, and what happened.
4. **How urgent is it** — Critical (work has stopped), High (a major function is
   broken), Medium (something is wrong but we can work), or Low (minor, or a
   question). Medium is preselected.
5. **Which project** is optional and only lists projects shared with you. Naming
   one helps route the ticket.
6. **Screenshots, recordings or files** — press **Add files**. Up to 10 files,
   each up to 100 MB, of the same kinds a request accepts.
7. Press **Send**. You land on the new ticket.

## What it affects

- **Every active contact at your company is notified**, not only you. A ticket
  belongs to the company, so a colleague can pick it up while you are away.
  Nobody is notified about their own action.
- **Your urgency choice drives the clock.** Severity is yours to set and it is
  what the response deadline is calculated from. Priority — the order your
  supplier works in — is theirs, and is not something the portal lets you set.
- **The project you name puts the ticket on that project's board** on your
  supplier's side, which is why only projects shared with you can be chosen.
- **The help centre feeds this screen.** "Still stuck?" and the no-results card
  in Help both open the new-ticket form directly.

## On mobile

The **Support** tab in the phone app is the same list, and the centre button on
the tab bar raises a ticket. The button is absent for a view-only contact.

## Limits and gotchas

- If a file is rejected while the ticket is being sent, the ticket is still
  raised — you can add the file from the ticket screen afterwards. Losing the
  whole report because one attachment was refused would be the wrong trade.
- The status you see is the wording your supplier chose for customers, not their
  internal state. Two suppliers can use different words for the same thing.
- You cannot edit a ticket's title, description or urgency after sending. A
  correction goes in a reply.

## Related

- [A ticket](/docs/portal/ticket) — replying, attaching, closing and reopening.
- [Help centre](/docs/portal/help) — the articles published to you.
- [Overview](/docs/portal/overview) — open tickets on the front page.

## Related

- [A ticket](https://projectri.com/docs/portal/ticket.md): One support ticket — the thread, its attachments, whether the team is waiting on you, and the buttons that close or reopen it.
- [Help centre](https://projectri.com/docs/portal/help.md): The articles your supplier has published to customers, searchable, with a one-press route to a ticket when nothing answers your question.
- [The client portal](https://projectri.com/docs/portal/overview.md): Your own view of the work your agency is doing for you — projects, requests, support tickets, quotes and invoices, in one place with your own login.