Tech support inside PRO-dela: tickets and knowledge base without switching between services

When something in a project doesn't work or it's unclear how a particular feature works, the first thing people usually do is look for a way to write to support — and often that means leaving the work tool for email, messenger, or a third-party helpdesk. In PRO-dela, tech support works in the same interface where the main work happens: the same login, the same sidebar, the same active company, no separate personal account for requests.

In this article — how support tickets are structured, what happens to their status during correspondence, where the unread counter next to the "Tech support" item comes from, how to attach a screenshot to a request, and how the knowledge base inside PRO-dela differs from a ticket that needs to be created anew each time.

Support as part of the workspace, not a separate service

The support section opens via the "Tech support" link in the same sidebar as projects, tasks, and chats — no separate login to an external service is needed. A ticket is always tied to the active company: if the company "Agency" is selected in the sidebar, the list of requests and creating a new ticket refer to it, not to the user "in general".

An important difference from project chats and tasks: a ticket is visible only to the person who created it — not to the entire company team. Even if a colleague has access to the same company, they won't see others' support requests; this is not a role-based permission restriction, but a separate visibility rule specifically for tickets. How team visibility works in other sections is covered in the article "Roles and team members in PRO-dela".

How to create a ticket: subject, priority, category, and attachments

The new ticket form — on the "Create ticket" page — is built around four fields: request subject, priority, optional category, and problem description. Priority is selected from four levels — low, medium, high, urgent — and by default medium is set if nothing is changed. Category is an arbitrary text field, not a fixed list: you can write "tasks", "access", "payment" — whatever is convenient for later searching through your own tickets.

You can immediately attach screenshots to the request that explain the problem. This is the same principle as in the rest of the PRO-dela interface: first the description, then visual confirmation.

Ticket statuses: from new to closed

A ticket has six possible statuses: new, open, awaiting support response, awaiting client response, resolved, and closed. Some transitions happen without manual control from the client: as soon as you send a message in the conversation, the ticket moves to the status "awaiting support response" — this will even work for a ticket with the status "resolved" if the question actually remains open. As soon as support responds, the status changes to "awaiting client response".

The client cannot independently move a ticket to the status "resolved" or "closed" — this decision is made by support. And when a ticket is already closed, the reply field in the conversation becomes unavailable: instead, a button to create a new ticket appears on the request page. If a responsible administrator has already been assigned, their name is visible directly on the request page, in the block with the subject, category, and date of the last message. The list of tickets can be filtered by status and searched by subject or conversation text — no need to scroll through the entire request history manually.

Unread counter and active company

Next to the "Tech support" item in the sidebar, a numeric counter appears as soon as support responds to one of your requests — with a display limit of "99+" for very large numbers. Your own messages do not count toward the counter: it counts exactly the support responses that you have not yet opened. As soon as you enter a ticket, its messages are marked as read and the counter decreases.

Both the counter and the list of tickets automatically follow the company that is selected as active in the sidebar. If you are reading a ticket of one company and switch to another, PRO-dela will not show you someone else's ticket on top of the new context — it will return you to the list of requests of the new active company.

How you know that support has responded

In addition to the counter in the sidebar, a separate notification comes for a new support response — in the app itself and to the email linked to the account. Internal notes that support administrators sometimes leave for each other while working on a ticket do not generate notifications and are not shown to the client — a message arrives only when support has actually responded to you, not when they discussed the ticket among themselves. The general principle of notification delivery in PRO-dela is a separate topic, covered in detail in the article "Notifications in PRO-dela".

Attachments to requests: which files and who can open them

To each message in a ticket — both the first and any reply in the conversation — you can attach up to six images in JPG, JPEG, PNG, or WebP formats, each no larger than 5 MB. Attachments are tied to the message, not to the ticket as a whole: if there are five replies with screenshots in the conversation, each stores its own set of files separately.

The file link is not a public URL that can be passed to anyone. Access to an attachment goes through a protected address, and the server checks each time that the requester is exactly the user who has the right to see this ticket. This is the same attachment protection principle used in project chat conversations — more about them in the article "Chats and communication in PRO-dela".

Knowledge base: ready-made articles without creating a ticket

Not every question requires creating a ticket and waiting for a response. The "Documentation" section in support is a knowledge base with ready-made instructions for working with the platform: the list of articles can be filtered by category and searched by keywords, and on the main support page you always see several featured articles at the top. Knowledge base materials are not created by users — they are prepared and published by the PRO-dela support team, so it is a managed reference, not a forum.

Some knowledge base articles are available in translation — if a localized version is published for your interface language, it will open; if there is no translation yet, switching the language will lead to the general documentation catalog, not to an error page.

What PRO-dela support does not have yet

A ticket is not a real-time chat: new messages do not arrive instantly via WebSocket, as in project chats, but appear on the ticket page and in the sidebar counter when you open the support section or refresh the page. The platform today does not publish or guarantee a specific response time — you should not expect a fixed SLA in the interface; the conversation status is the only guide to whose side the request is currently on.

Attachments to tickets are limited to images — documents, videos, or archives cannot be attached to a ticket. And you cannot close or mark a ticket as resolved yourself: this action remains with the support team; the client can only continue the conversation or create a new ticket if the old one is already closed.

How to send your first request

1. Make sure the company to which the question relates is selected in the sidebar — the ticket is created specifically for it.
2. Open "Tech support" → "Create ticket".
3. Fill in the subject and describe the problem, select a priority, and, if necessary, specify a category in your own words.
4. Attach screenshots if they clarify the essence of the question, and send the ticket.
5. Then follow the response via the counter in the sidebar or via notification — you can reply in the conversation until the ticket is closed.

Frequently asked questions

Can other company members see my ticket?

No. A ticket is visible only to the person who created it and to the support team — even if colleagues have full access to the same company. This is a separate visibility rule, not a consequence of the participant's role in the project.

Can I attach a document or video to a ticket instead of a screenshot?

No, attachments to requests are only images in JPG, JPEG, PNG, or WebP formats, up to six files per message, each no larger than 5 MB.

What to do if the ticket is closed but the question remains?

You cannot reply to a closed ticket — instead of the reply field, a button to create a new ticket appears on the request page. But a ticket with the status "resolved" is not yet closed: if the question is actually not resolved, just write a new message — the status will automatically switch to "awaiting support response".

Do I need to check email separately so as not to miss a response?

Not necessarily: a support response immediately raises the unread counter next to "Tech support" in the sidebar and simultaneously arrives as a notification in the app and by email.

Is it necessary to create a ticket to find an answer to a question?

No — first, it's worth looking into the knowledge base in the support section: many typical questions are already covered in ready-made articles, without waiting for a response from the support team.

Get started — support is already inside the interface

Register in PRO-dela and see that you don't need to keep a separate tab with a helpdesk open: ticket, knowledge base, and response status — right where projects and tasks are.

If you are still comparing terms, check the current tariffs — tech support and knowledge base are available from the same workspace as the rest of the platform's features.