Open a support ticket
This page explains when to open a support ticket, how to submit the request in Centriu, and what to include to speed up resolution. The goal is to avoid unnecessary back-and-forth and ensure each ticket has all the information the technical team needs.
When to open a support ticket
Open a ticket whenever:
- There is a technical error (blank screen, a button that doesn't work, data that won't load).
- You notice unusual behavior in reports or dashboards (duplicate numbers, missing data, broken filters).
- You need advanced configuration help beyond what is documented in the Help Center.
- You need to report potential security or data privacy incidents.
Tip
Simple usage questions (“where is such-and-such menu?”, “how do I filter by date?”) should first be looked up in the Help Center. If that still doesn't solve it, then open a ticket.
Step-by-step guide to opening a ticket
1. Go to the Centriu support area
- Through the main menu: Help > Open a support ticket
- Or via the shortcut usually visible in the system footer.
- Click “New ticket”.
2. Select the problem category
Use the option that best matches your situation:
- Access and login
- Dashboards and reports
- Integrations (CRM, help desk, ERP, etc.)
- Performance and slowness
- Security and privacy
- Other
3. Fill in the required fields
E.g.: “Error loading NPS dashboard”
- What were you trying to do?
- On which screen or module?
- What went wrong?
- Environment (production, staging/testing, if applicable)
- Low: it's a nuisance, but there's a workaround.
- Medium: it affects a team or a relevant process.
- High: it prevents normal operation or affects many users.
4. Attach evidence (strongly recommended)
- Screenshots (with the URL and time, if possible).
- A short video showing the step-by-step.
- The error code displayed, if any.
5. Review and submit
When you submit, the system generates a ticket number. Keep it to track the status.
What happens after the ticket is opened?
1. Classification and prioritization
The support team reviews: Category, Impact, and Urgency.
2. First response
Within the SLA defined with your company, you receive: Acknowledgment of receipt, Ticket number, and Next steps.
3. Investigation and resolution
The team may reproduce the problem, request additional data, or involve engineering.
4. Closure
You receive a description of the solution. If the problem persists, you can reopen the ticket.
How to write a “perfect” ticket
Before submitting, check that your ticket answers these questions:
- What? – What is the problem?
- Where? – On which screen, module, or URL?
- When? – Since when has it been happening? On every access or only at specific times?
- Who? – Does it happen to one user or several?
- How to reproduce? – Step-by-step up to the error.
“When accessing the CX – Daily NPS dashboard with the user joao.souza@empresa.com, the ‘Last 7 days’ period filter returns a blank screen since 02/10. We have already tested it in another browser and the error recurs.”
Checklist before submitting the ticket
- I searched the topic in the Help Center.
- I described the problem clearly.
- I provided the screen, module, or URL.
- I provided the affected users.
- I attached screenshots or a video.
- I classified the impact correctly.