Submit and Track Support Tickets on EarthCoop Platform

Support tickets are the right tool when you need a human response — for account problems, payment disputes, technical bugs, or anything that requires hands-on investigation. Before opening a ticket, try asking NajmHoda: it can resolve most how-to questions and platform navigation queries instantly. If NajmHoda cannot help, it will suggest opening a ticket and can guide you through the process.

When to open a ticket

Use a support ticket when:

You have a problem that NajmHoda could not resolve.
Your issue involves your account, personal data, or a financial transaction.
You found a bug or unexpected behaviour you want to report.
You received an incorrect automated notification or system message.
You need to appeal a decision made by group management or the platform team.

If NajmHoda’s response includes an escalation notice, click the Open a ticket link in the chat to carry your conversation context directly into the ticket form.

Creating a ticket

Go to Support

Navigate to Support → Tickets in the main navigation, or go to /support/tickets.

Click New Ticket

Click the New Ticket button at the top-right of the ticket list page.

Fill in the subject

Enter a short, descriptive subject line (max 255 characters). Good subjects describe the specific problem, for example: “Cannot download my membership receipt” rather than “Problem with my account”.

Describe the issue

Write a detailed description in the message field (minimum 10 characters). Include any error messages you saw, the steps you followed before the problem occurred, and what you expected to happen.

Choose a category

Select the category that best matches your issue. Categories help the support team route your ticket to the right agent automatically.

Attach files (optional)

Click Add Attachments to upload screenshots, documents, or logs. Each file must be under 10 MB. Accepted formats include JPG, PNG, GIF, PDF, DOC, DOCX, TXT, ZIP, and RAR. You can attach multiple files.

Submit

Click Submit Ticket. The platform generates a unique tracking code (for example, TK-A1B2C3D4) and sends you an email confirmation. Your ticket status is immediately set to Open.

Ticket statuses

Status	Meaning
Open	Your ticket has been received and is waiting for the support team to respond.
In Progress	A support agent has picked up the ticket and is actively working on it.
Closed	The issue has been resolved or the ticket has been marked closed by you or the support team.

If you add a comment to a closed ticket, its status automatically returns to Open so the support team knows there is new information to review.

Adding comments to a ticket

Once a ticket is open, you can add follow-up comments to provide more context or respond to the support team’s questions.

Open the ticket

Go to Support → Tickets and click the ticket subject or tracking code.

Write your comment

Scroll to the comment box at the bottom of the ticket detail page and type your message (minimum 5 characters).

Attach files (optional)

Click Add Attachments in the comment box to include screenshots or other supporting files.

Submit

Click Add Comment. Your comment is added to the ticket thread and the support team is notified by email.

Downloading attachments from staff replies

When the support team adds an attachment to their reply, a download link appears inside the comment. Click the file name or the download icon next to it to save the file to your device. Your browser handles the download directly — no additional steps are required.

Attachment downloads are authenticated. You can only download attachments from tickets that belong to your account. Attempting to access an attachment URL from a different account will return a 403 error.

Closing a ticket

You can close a ticket yourself once your issue is resolved:

Open the ticket

Navigate to the ticket detail page from your ticket list.

Click Close Ticket

Click the Close Ticket button at the top of the ticket detail page.

Confirm

Confirm the action in the prompt. The status changes to Closed and the resolution timestamp is recorded.

The support team may also close a ticket after resolving the issue. If your problem recurs after a ticket is closed, open a new ticket rather than replying to the old one, so it receives a fresh priority assessment.

API access

You can manage tickets programmatically using the tickets API. All endpoints require a Bearer token obtained through authentication.

List your tickets

GET /api/tickets
Authorization: Bearer {your-token}

Optional query parameters: status (open, in-progress, closed), priority (low, normal, high), category, q (search term), per_page.

Create a ticket

curl -X POST https://yourdomain.com/api/tickets \
  -H "Authorization: Bearer {your-token}" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Cannot access my wallet after the latest update",
    "message": "Since the update deployed on Tuesday I cannot open the wallet section. I get a blank white page. Steps to reproduce: 1. Log in, 2. Click Wallet in the sidebar.",
    "category": "technical"
  }'

{
  "subject": "Cannot access my wallet after the latest update",
  "message": "Since the update deployed on Tuesday...",
  "category": "technical",
  "priority": "high"
}

The response includes the created ticket object with its tracking_code, status, priority, and sla_deadline.

Close a ticket

PUT /api/tickets/{id}/close
Authorization: Bearer {your-token}

Returns the updated ticket object with status: "closed" and a resolved_at timestamp.

API endpoint summary

Method	Endpoint	Description
`GET`	`/api/tickets`	List your tickets (paginated).
`POST`	`/api/tickets`	Create a new ticket.
`GET`	`/api/tickets/{id}`	Get ticket details including all comments and attachments.
`PUT`	`/api/tickets/{id}`	Update ticket priority or category (open tickets only).
`POST`	`/api/tickets/{id}/comments`	Add a comment to an existing ticket.
`PUT`	`/api/tickets/{id}/close`	Close a ticket.
`GET`	`/api/tickets/{id}/attachments/{attachment_id}/download`	Download a specific attachment.
`GET`	`/api/tickets/stats`	Get a count of your tickets by status.

You can only read, update, or close tickets that belong to your account. Requests to access another user’s ticket return a 403 Forbidden response.

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Submit and Track Support Tickets on EarthCoop Platform

When to open a ticket

Creating a ticket

Ticket statuses

Adding comments to a ticket

Downloading attachments from staff replies

Closing a ticket

API access

List your tickets

Create a ticket

Close a ticket

API endpoint summary

​When to open a ticket

​Creating a ticket

​Ticket statuses

​Adding comments to a ticket

​Downloading attachments from staff replies

​Closing a ticket

​API access

​List your tickets

​Create a ticket

​Close a ticket

​API endpoint summary

When to open a ticket

Creating a ticket

Ticket statuses

Adding comments to a ticket

Downloading attachments from staff replies

Closing a ticket

API access

List your tickets

Create a ticket

Close a ticket

API endpoint summary