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In-App Support Ticket Creation (BETA)

This article details the new support ticketing capabilities in-app where customers can create their own tickets

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Written by Jeremy Hillsberg
Updated over a week ago

Thoropass is rolling out a new BETA feature: In-App Support Ticket Creation. It will be rolled out to customers through the first half of 2026. The following information will help you understand what it is for and how/when to use it.

How to Create and Manage Support Tickets

The Support Ticket system allows you to contact the Thoropass team directly from within the platform to report issues, request assistance, or suggest product improvements.

Before submitting a ticket, we recommend reviewing the Help Center or using the AI Helpbot, which can often resolve common questions immediately. If a submitted request can be resolved via the AI Helpbot , Help Center, Thoropass will direct you to review this information.

(Repeated submission of requests that can be found in the AI Helpbot, Help Center may result in the loss of access to the support ticket feature).

Who Can Create Support Tickets

Only Admins or Account Admins are able to create support tickets.

If you are not an Admin or Account Admin and need assistance, please contact your Admin(s) so they can submit a ticket on your behalf.

Accessing Support

To access support options:

  1. Click the ? icon in the top-right corner of the navigation bar.

  2. A menu will appear with the following options:

  • AI Helpbot – Ask questions and get automated assistance.

  • Help Center – Browse documentation and guides.

  • Create Support Ticket – Submit a request directly to the Thoropass team.

To contact support, select Create Support Ticket.

Creating a Support Ticket

When submitting a ticket, you will be asked to complete the following fields:

Ticket Type

Select the type of request:

  • Report bug or problem – A problem in the product that is not working as intended.

  • Service request – A request for help, configuration, access, or information that does not involve broken functionality.

  • Request feature or enhancement – A request to improve to add to existing product functionality.

Ticket Title

Summarize the issue or request in a few works.

Feature Category

Choose the category that best matches your request.

If you do not see an appropriate category, select Other.

Ticket Description

Provide a detailed explanation of your issue or request. Include any relevant steps or error messages if possible.

Attachments (Optional)

It is recommended to upload any files or screenshots that help illustrate the issue.

Once complete, click Create Ticket to create your ticket.

What Happens After You Submit a Ticket

After submitting a ticket:

  1. You will receive a confirmation email containing a link to your ticket.

  2. If this is your first time submitting a ticket, you will also receive an additional email prompting you to create a JIRA account.

This account allows you to access and manage your tickets. Be sure to save your login credentials so you can access your tickets in the future.

How Tickets Are Reviewed

Once submitted, your request is reviewed by the Thoropass team.

  1. Your Customer Success Manager (CSM) reviews the ticket first in JIRA.

  2. If the request requires additional assistance, it may be escalated to the relevant team.

Receiving Updates

You will receive email notifications whenever:

  • A Thoropass team member comments on your ticket

  • The ticket status changes

  • The issue is resolved

You can respond by adding comments directly to the ticket. We will no longer be handling support correspondence through emails.

Adding Colleagues to a Ticket

If additional members of your team should receive updates, you can add colleagues directly within the ticket view.

Simply enter your colleague’s information in the ticket to include them in the conversation and ensure they receive updates. In the JIRA ticket portal view, you can add additional colleagues using the ‘Request Participant’ field.

This must be done individually for each ticket.

Viewing Your Tickets

After creating your support account, you can log in to view your tickets.

Please note:

  • You can view all tickets created by your user account.

  • Due to JIRA system limitations, users cannot view tickets submitted by other users within the same organization.

Responsible Use of the Support System

The support ticket system is intended for product support and assistance with the Thoropass platform.

Customers are expected to:

  • Use the AI Helpbot and Help Center for initial troubleshooting.

  • Submit tickets for issues that require direct support.

Thoropass reserves the right to disable ticketing access at any time, if the ticketing system is misused or abused.

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