Support Tickets

Support Tickets

As a support team, we understand that our users have different needs and concerns when using the IoT platform. That’s why we provide three types of support tickets to cater to these varying needs.

Report a bug or suggestion: A support ticket type for users who encounter technical issues or errors while using our IoTConnect platform, or have suggestions on how we can improve.

Other support: A support ticket type for users with general inquiries, concerns, or issues that do not fall under the bug or suggestion category.

Clear historical data: A support ticket type to create a request to delete/clear your device telemetry data and monitor health.

Quota exhausted: A support ticket type to report your plan’s device/user/message limits reached or expired subscription causing service disruption.

Enable feature request: A support ticket type for users requesting a new feature to be added to IoTConnect.

By categorizing our support tickets, we aim to provide our users with a streamlined and efficient support experience while ensuring we address their needs on time.

Report a Bug or Suggestion

1. Click Report a Bug / Make a Suggestion from the Support Ticket page.
2. Enter data in the following fields:

   

   (Screen: Report a Bug / Make a Suggestion)

   • Device ID: Enter the device ID you want to report a bug.
   • Title: Add a title for the bug or a suggestion.
   • Description: Add the required explanation for the bug you report or suggestions you make.
   • File: Add an attachment of the bug or suggestion. Please note that the file size must be 5MB or less.

3. Click Save to report a bug / make a suggestion.

Other Support

1. From the Support Ticket page, click Other Support.
2. Enter data in the following fields:

   

   (Screen: Other Support)

   • Title: Add a title for the other support you require from IoTConnect.
   • Description: Add the required description for the other support you demand.
   • File: Add attachment of the other support. Please note that the file size must be 5MB or less.

3. Click Save to create a support ticket for other support.

Required fields have a red asterisk on the upper-right side of every field name.

Clear Historical Data

To create a support ticket for clearing historical data:

1. From the Support Ticket page, click Clear Historical Data.
2. Enter data in the following fields:



(Screen: Clear Historical Data)

• Device ID: Enter the device ID you want to clear historical data of.
• Title:Add a title for the device you want to clear historical data from IoTConnect. Please note that IoTConnect stores data till 90 days.
• Description:Add the required description for the device you want to clear historical data of.
• Clear data older than: Enter the date older than which you want to clear historical data.

3. Click Save to create a support ticket for clearing historical data.

Required fields have a red asterisk on the upper-right side of every field name.

Quota Exhausted

To create a support ticket for quota exhausted:

1. From the Support Ticket page, click Quota Exhausted.
2. Enter data in the following fields:



(Screen: Quota Exhausted)

• Title: Add a title for the ticket you want to raise for your plan’s device/user/message limits reached or expired subscription causing service disruption.
• Description: Add the required description for your quota exhausted ticket.

3. Click Save to create a support ticket for quota exhausted.

Required fields have a red asterisk on the upper-right side of every field name.

Enable Feature Request

1. From the Support Ticket page, click Enable Feature Request.
2. Enter data in the following fields:

   

   (Screen: Enable Feature Request)

   • Every feature highlights its role through a tooltip symbol.
   • Tick the feature checkbox which you want to enable.

3. Click Save to create a support ticket for enabling feature request.