Submit a Support Ticket

Submit a Support ticket via email

Support hours: Support is available from 6:00 a.m. to 6:30 p.m. PST (Monday to Friday).

Create a support ticket by sending an email to [e-mail]. Use this email address to:

• Report an issue
• Request a feature
• Submit a change request
• Share feedback
• Report a failure or unexpected behavior

Follow these steps to ensure faster resolution:

1. Enter your name in the email signature.
2. Write a clear subject line that summarizes the issue.

   • Include the impact in the subject when possible.
   • Example: Dashboard not loading – impacting all supervisors
3. Describe the issue in detail in the email body.

   • Explain what happened.
   • Describe the expected behavior.
   • Mention when the issue started.
   • Specify who or how many users are impacted.
4. Attach supporting files, if available.

   • Screenshots
   • Screen recordings
   • Error logs

Send the email once all details are included.

The support team will review your request and respond as soon as possible.

Submit a ticket via Cresta Director

Cresta users with Manager-level permissions or higher can create support tickets directly from Director.

Create a support ticket to report product issues directly from Cresta Director. You can open the support ticket form in either of the following ways:

1

Open the Ticket form

Use the search bar

1. Press Ctrl + K to open the global search.
2. Select Create support ticket from the bottom of the search results.

   

Use Cresta Compass

1. Click the Cresta Compass icon in the upper-right corner of the screen.
2. Type Create support ticket, File a ticket, or similar keywords.
3. Select the support ticket option to open the ticket form.

   

2

Fill out the support ticket form

Field	Description
Ticket type	Select the type of issue you want to report.
Subject	Enter a short summary of the issue.
Description	Describe the issue in detail, including any relevant information or steps to reproduce it.
Product area	Select the affected product or feature.
Impact	Specify how many users are affected.
When did this issue happen?	Optionally enter when the issue occurred.
Upload supporting documents	Optionally upload screenshots, logs, or other supporting files. You can upload up to 5 files, with a maximum file size of 8 MB per file.

3

Submit the ticket

Verify that all required fields are complete. Click Submit to create the support ticket.

After you submit the ticket, the support team will review the issue and follow up as needed.