Support
Open and follow support tickets with the REDENES team, right from inside the app.
The Support screen lists the tickets you have opened, each one a chat thread with the support team. You can start a new ticket, reopen an old one to add to the conversation, and from App Settings also file a structured issue report with a category and a screenshot, or send a feature request. Everything is submitted from inside the app — there is no email to compose.
Overview
| Element | What it does |
|---|---|
| Ticket list | Your support conversations, most recently updated at the top |
| Open-ticket button | Starts a new ticket |
| Color marker | A colored dot identifying each ticket |
Every ticket is a chat thread, so opening one gives you the same message view used elsewhere in the app — including attachments and history.
The wider Support area, reached from rows on App Settings, offers three things:
| Route | What it is for |
|---|---|
| Support | Ticket conversations with the support team |
| Report Issue | A structured bug report with a category, title, description and optional screenshot |
| Feature Request | Suggesting something new |
Getting Here
- Open the Account tab.
- Open App Settings.
- Choose Support.
If you have no tickets yet, that row skips the list and takes you straight to the name prompt for a new ticket.
Loading and Empty States
| State | What you see |
|---|---|
| Tickets exist | The list, newest activity first |
| No tickets | An empty list, or the name prompt straight away depending on how you arrived |
| Creating a ticket | A spinner while the ticket is registered |
| Offline | The ticket is created locally and its thread opens immediately |
The list is read from your device, not requested from the server, so it appears instantly and works offline. It reloads every time you return to the screen, so a reply you just sent moves its ticket to the top.
Opening a New Ticket
- Tap the open-ticket button. A name prompt appears.
- Enter a name or subject for your ticket — something specific enough to recognize later.
- The ticket is created and its chat thread opens so you can describe the issue.
- Add as much detail as you can in the thread: what you were doing, what you expected, and what happened.
Before opening a ticket, check Default Status. If a service is showing red or gray there, mention it — it often explains the behavior you are seeing and saves a round trip.
Continuing a Ticket
- Tap any ticket in the list to open its conversation.
- Read the history and add your reply in the chat.
- Tickets are sorted by most recent activity, so the ones being worked on stay at the top.
Reporting an Issue
The Report Issue route collects a structured report rather than a conversation.
- Tap Category and choose the area the problem is in.
- Enter a Title — a short summary.
- Optionally attach a screenshot: tap the upload control and choose Use Camera or Use Photo Library.
- Enter a Description with the detail.
- Tap send.
The categories offered:
| Category |
|---|
| Push Notifications |
| Account & Login |
| Incidents |
| Dispatch |
| Messaging |
| Map & GPS |
| Audio |
| Calendar |
| Schedule |
| Directory |
| UI / UX |
| Performance |
| Crash / Bug |
| General / App-Wide |
| Other |
| Problem | Exact message |
|---|---|
| No category chosen | "Please select category" |
| Title is empty | "Please enter title" |
| Description is empty | "Please enter description" |
| Camera not available on the device | "Camera not available" |
Your report is sent with your device identifier, app version and operating system version attached automatically, so you do not need to include them.
| Situation | What happens |
|---|---|
| Online | The report is sent, the screenshot is uploaded, and a confirmation appears |
| Offline | The report is stored on your device with its screenshot, Issue submitted appears, and it is sent when you reconnect |
| Leaving with unsaved entries | A prompt appears: Data Updated — "Do you want to save changes?" with Save and Cancel |
Save on that prompt runs the same checks as the send button, so an incomplete report still tells you which field is missing rather than being silently dropped.
How This Connects
- Where the data comes from. Ticket threads are stored on your device like any other chat, scoped to the agency you are in, which is why the list appears instantly and works offline.
- What updates it. Replies from the support team arrive as chat messages, and the list re-sorts each time you open it.
- Tickets are chats. A support ticket uses the same thread view as Chat, so everything you know about messaging applies — but support threads are kept separate and do not appear in your ordinary Messages list.
- Notifications. A reply on a ticket arrives as a notification like any other, subject to your levels on Notification Settings and visible in Notifications. If you set that alert to None you will not know a reply arrived until you open this screen.
- Before you file. Default Status tells you whether a service is down, and App Version tells you whether you are on the current build — both are worth checking first and worth mentioning in the ticket.
- Agency scope. Tickets belong to the agency you were in when you created them. Switch agency and you see that agency's tickets.
- Offline and reconnect. Both tickets and issue reports queue offline: the ticket is created locally so you can start writing, and the report is stored with its screenshot. Both are sent automatically once you reconnect.
Troubleshooting
| If this happens | What to do |
|---|---|
| The ticket list is empty | You have no tickets in this agency. Tap the open-ticket button, or check whether you are in the right agency. |
| A ticket you created is missing | Tickets are per agency. Switch to the agency you created it in. |
| You created a ticket offline and nothing seems to have sent | It is stored on your device and submitted automatically on reconnect. The thread is already usable. |
| "Please select category" | Tap Category and choose one before sending. |
| "Please enter title" or "Please enter description" | Both are required on an issue report. |
| "Camera not available" | Use Use Photo Library instead, or attach nothing. |
| A screenshot will not attach | Grant camera or photo access for REDENES in your device's settings, then try again. |
| You do not get notified about replies | Check the support notification is not set to None on Notification Settings. |
| A reply is not showing in an open thread | Leave the screen and come back; the list and threads reload on return. |
| You are unsure whether to file a ticket | Check Default Status first. A red or gray service explains most sudden problems. |
| Your issue report seems to have vanished | Reports sent offline are queued. Stay connected long enough for the queue to clear. |
Related Pages
⬅️ Previous: Default Status | Next: User Manual ➡️