Support Tickets

A complete guide to support tickets: opening a ticket, tracking its status, replies and attachments, escalation, closure, and rating.

Learn how to open and track support tickets from your profile on Raghdan, and how to open a support request via Raghdan WhatsApp Bot.

A simple guide to every status your ticket passes through, what each one means, and what is expected from you at each stage.

How to reply to the support team, which file types and sizes you can attach, and how attachments open.

What "expected resolution time" means, when the escalate button appears, and what happens after escalating.

Understanding the "Waiting for customer reply" status, the 72-hour window, and what happens if you do not reply.

The ways a ticket can be closed, what remains available to you afterwards, and when the rating window starts.

How to rate your experience from 1 to 5, when rating is available, and how to change it within the window.

When you receive an email and when you receive an SMS during your ticket journey, and what the sender name means.

How to open a support ticket straight from WhatsApp, what is required, and where to follow it afterwards.

Direct answers to the most common questions about support tickets: replies, attachments, escalation, closure, and rating.

Help Center