> ## Documentation Index
> Fetch the complete documentation index at: https://docs.earthcoop.ir/llms.txt
> Use this file to discover all available pages before exploring further.
# Submit and Track Support Tickets on EarthCoop Platform
> Create support tickets to report issues, ask questions, attach files, and track responses from the EarthCoop support team in one place.
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](/najm-hoda/chatting-with-najm-hoda): 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
Navigate to **Support → Tickets** in the main navigation, or go to `/support/tickets`.
Click the **New Ticket** button at the top-right of the ticket list page.
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".
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.
Select the category that best matches your issue. Categories help the support team route your ticket to the right agent automatically.
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.
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.
Go to **Support → Tickets** and click the ticket subject or tracking code.
Scroll to the comment box at the bottom of the ticket detail page and type your message (minimum 5 characters).
Click **Add Attachments** in the comment box to include screenshots or other supporting files.
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:
Navigate to the ticket detail page from your ticket list.
Click the **Close Ticket** button at the top of the ticket detail page.
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
```bash theme={null}
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
```bash cURL theme={null}
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"
}'
```
```json Request body theme={null}
{
"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
```bash theme={null}
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.