How to raise a support ticket and track SLAs

Every request to our team goes through a ticket. Nothing gets lost in a WhatsApp thread, and you can check progress at any time.

Raise a ticket

Open New ticket in the client portal.
Choose the product and the department: Technical, Billing or Onboarding.
Write a clear subject, for example: GST invoice print shows the wrong state code.
Describe the steps you took, what you expected and what happened instead. Attach a screenshot or a short screen recording.
Set the priority honestly, using the guide below.

You receive a ticket number such as TKT-10482 by email. Reply to that email or use the portal to add details.

Choosing a priority

Urgent: the system is down, or billing is blocked for everyone.
High: a key feature is broken for many users and there is no workaround.
Normal: something misbehaves, but work can continue.
Low: how-to questions and feature requests.

First response times by plan

Standard

Monday to Saturday, 9:30 am to 6:30 pm IST. Urgent tickets get a first response within 4 business hours, and everything else by the next business day.

Priority

7 am to 11 pm IST, every day. Urgent within 1 hour, High within 4 hours, Normal and Low within 8 hours.

Platinum

Urgent issues are handled 24x7 with a first response within 15 minutes. High within 1 hour, Normal within 4 hours, plus a success manager who knows your setup.

The SLA measures the first response, not the final fix. Your ticket page shows the time remaining and the status: Open, In progress, Waiting on you or Resolved.

Tip: While a ticket is marked Waiting on you, the SLA clock pauses until you reply.

Compare support tiers on the pricing page.