Introduction¶
The Support section is the main channel for reaching out to the Delta.BG technical team. You use it to send questions, feature requests, and bug reports, receive answers, and follow the status of every request.
Where to find them¶
Menu → Support— an aggregated list of every ticket in your client account.Project → Tickets— only tickets linked to a specific project (see Project Tickets).
Statuses¶
Tickets move through several statuses that indicate whose side the ball is on:
| Status | Meaning |
|---|---|
| Open | A newly created ticket that has not yet been picked up by a staff member. |
| In Progress | A staff member has taken the ticket and is actively working on it. |
| Waiting on Client | The team has replied and is waiting for your input. |
| Client Replied | You've replied — the ticket is back with the team. |
| Waiting on Third Party | The team is waiting on information or action from an external vendor, partner, or other third party. |
| Waiting on Escalation | The ticket has been escalated and is awaiting a higher-level response. |
| Resolved | The question has been settled by the team or marked by you via "Mark as Resolved". |
| Closed | The ticket has been archived and is kept for reference only. |
Each new reply from a client or a staff member automatically switches the status (for example Open → In Progress when picked up, or Waiting on Client → Client Replied when you respond).
Related project and service¶
When creating a ticket you can (and should) link it to a project and a specific service. This gives the team the exact context they need without extra clarifying questions.
Info
The "Resolved" status does not close the ticket permanently — you can always reopen it with a new reply. "Closed" is set by the team and archives the ticket.