Submit and Track Support Tickets on EarthCoop Platform

Support tickets are the formal member-facing path when an issue needs human investigation or a durable support record. NajmHoda can help with ordinary how-to questions and can conditionally participate in the support-escalation flow, but a chat answer is not a support ticket and escalation is not automatic for every conversation.

When to open a ticket

Use a support ticket when, for example:

an account or profile problem needs staff investigation;
a financial or transaction issue needs a formal support record;
you found a technical bug or unexpected behavior;
a notification or product workflow appears incorrect;
you need to provide evidence or attachments that support staff must review.

Current ticket route

The current member ticket area is mounted under:

/tickets

Do not use the older /support/tickets path as the current UI contract.

Creating a ticket

Open the current Tickets area and create a new ticket. The current controller validates the ticket subject/message and supports the current support categories and priorities exposed by the product. Attachments are supported subject to the current validation and storage rules.

The durable rule is that ticket creation produces a support-domain record owned by the authenticated member. Exact button labels, attachment limits, category labels, and presentation can evolve and should be read from the current form.

Ticket lifecycle

The support domain distinguishes open/in-progress work from resolved/closed outcomes. Staff actions and member actions can change the ticket state under the current workflow.

A closed ticket cannot receive a new member comment through the current member controller. Adding a comment does not automatically reopen a closed ticket. If a closed matter needs further help, use the current product path for a new support case or any explicit reopen flow that may be provided later.

Comments and attachments

While the current ticket is eligible for comments, the authenticated owner can add follow-up information under the support-domain rules. Comments and attachments remain part of the ticket context and must respect ownership and download authorization.

Knowing a ticket ID, tracking code, comment ID, or attachment URL does not grant access to another member's support case.

Closing a ticket

The current member controller supports closing an eligible ticket when the issue is resolved. Closure is a domain action recorded on that ticket; it is not a deletion of the historical support record.

NajmHoda escalation

NajmHoda has a conditional escalation integration. Where the current orchestration/policy determines that human support is appropriate, it can help create or associate support-ticket information. This is not a guarantee that every low-confidence answer, complaint, or chat message becomes a ticket automatically.

API boundary

EarthCoop also has ticket-related application/API code outside the current versioned native /api/v1 contract. The current /api/v1 route set does not publish a versioned ticket API. Therefore this member guide does not present legacy/internal ticket endpoints as a stable v1 or third-party integration contract.

For implementation-level notes, see Tickets API. For the current versioned native API boundary, see API Overview.