Introduction

The circuly Hub includes a dedicated Support tab, accessible directly from your navigation, where you can create and track tickets without ever switching tools. Whether you are reporting something that is not working, asking for help with a configuration, or suggesting an improvement, you can do it all from within the Hub.

This article explains how the support feature works, how to submit a ticket, and how to stay on top of any ongoing communication with the circuly team.

Feature Overview

The Support tab is designed to centralise all communication between your team and circuly. Here is a quick overview of the key concepts:

• Request Types — When creating a new issue, you choose from three request types: Bug Report (something is not working as expected), Support Request (you need help with something), and Feature Request (you have a suggestion for improvement). Selecting the right type helps the circuly team route and prioritise your ticket appropriately.

• Ticket statuses — Each ticket moves through a set of statuses that reflect where things stand. The tabs in the Support overview let you filter by All, Open, In Progress, and Closed, so you always have a clear picture of your active and resolved tickets.

• Ticket thread — Every ticket has its own activity thread. Both you and the circuly support team can leave comments directly inside the ticket. This keeps all communication in one place — no need to search through email inboxes or external channels.

• Visibility and notifications — All tickets created within your organisation are visible to every user in the Hub. However, only the user who originally created a ticket will receive notifications about updates, such as new comments, requests for additional information, or ticket closure.

Step-by-step guide

Creating a new ticket

• Navigate to the Support tab in your circuly Hub.
• Click the + New issue button in the top right corner.
• On the New Issue page, select the Request Type that best matches your situation: Bug Report, Support Request, or Feature Request.
• Use the Subject dropdown to select the topic area that applies to your issue.
• Enter a clear Title for your ticket. A descriptive title helps the support team understand your issue at a glance.
• Add a Description with as much relevant detail as possible.
• If helpful, attach files using the Attachments area. You can drag and drop files or click to upload. A maximum of 3 files, up to 10 MB each, can be attached.
• Once you have filled in all the details, scroll down and click Submit Request. Your ticket is now sent to the circuly team.

Tracking your tickets

• After submitting, you are taken to the Support overview, where all tickets submitted by your organisation are listed.
• Use the status tabs — All, Open, In Progress, and Closed — to filter your view and focus on what matters at any given moment.
• Click on any ticket to open the full detail view. Here you will see the original description, the ticket status and type, the creation date, and the full activity thread.

Communicating with the circuly team

• If you realise you forgot to include something after submitting, or if the circuly team has left a comment requesting more information, open the relevant ticket and scroll to the activity section.
• You will see all comments from the circuly support team displayed in the thread. To respond, type your message in the Leave a comment field.
• You can also attach additional files to your reply using the attachment area below the comment field — same file limits apply: max 3 files, 10 MB each.
• Once you are ready, click Send Reply. Your comment is added to the thread and the circuly team is notified.

Important things to know

• Who can see tickets? All users within your organisation can view all tickets submitted through the Hub, regardless of who created them. This makes it easy for team members to stay informed.
• Who gets notified? Only the user who created the ticket receives notifications about updates — such as new comments, status changes, or ticket closure. If someone else on your team needs to stay in the loop, make sure the right person submits the ticket, or share updates manually within your team.
• Centralised communication — All back-and-forth with the circuly support team happens inside the ticket thread. There is no need to check email or external systems — everything is in one place.