Support Desk & Help Center

Raise support tickets, browse help center FAQs, and track ticket resolution history.

Overview & Purpose

The Support Desk provides help for any issues you experience on Highrr. Through the global **Support Hub** modal (accessible from the sidebar), you can submit help tickets, search the self-service FAQ database, and monitor the progress of your open support queries.

The Support Hub modal is divided into three functional tabs:

1. Request Help Tab (Ticket Form)

Fill out this form to submit a new support request. The fields include:

Category Dropdown: Select the type of issue you are facing:
- TECHNICAL: Platform bugs, compiler issues, or page freezes.
- BILLING: Payment failures, subscription upgrades, or coupon code errors.
- FEATURE_REQUEST: Suggestions for new tools or layout enhancements.
- ACCOUNT: Profile sync issues, login problems, or username conflicts.
- OTHER: Any general questions or feedback.
Priority Dropdown: Set the urgency (LOW, MEDIUM, HIGH, or URGENT). Use Urgent for active test failures or double-debit billing issues.
Subject: Input a brief summary of the issue (required).
Description: Provide details about the issue. Outline what steps led to the problem and any error codes shown (required).
Contact Number: Add your phone number if you wish to receive call support.
File Uploader: Drag and drop a screenshot or click to upload. Highrr accepts PNG, JPG, PDF, or Word files under **5MB** to document errors.
Submit Button: Sends your ticket. The button displays "Submitting..." and locks interactions while sending.

2. Help Center Tab (FAQs)

A self-service help database where you can find quick answers to common questions:

Search Bar: Search using key phrases to filter questions.
Category Filters: Toggle between filter pills (ALL, GENERAL, STUDENT, EMPLOYER, TECHNICAL) to isolate relevant guides.
Interactive Accordions: Click any question box to expand its detailed answer summary.

3. My Tickets Tab (Ticket History)

Tracks all support tickets you have submitted:

Ticket Info Cards: Displays your ticket number, subject, description, priority rating, and date submitted.
Status Badges: Identifies if a query is actively being processed (OPEN) or has been completed (RESOLVED).
Hydrating Status: Shows a loading spinner while your ticket history is retrieved.

Support Hub Layout

https://app.highrr.com/student/support

Support Hub

Request Help Help Center My Tickets

Drag & drop screenshot here or click to browse

Submitting & Tracking a Support Ticket Workflow

Follow these steps to file and monitor a help request:

1 Open the Support Desk modal from the workspace sidebar menu.

2 Select the **Request Help** tab and choose your ticket category and priority.

3 Input your subject heading, describe the error in the description field, and upload a screenshot (under 5MB).

4 Click **Send Request** and verify that a success alert displays confirmation.

5 Navigate to the **My Tickets** tab to track the status of your query.

FAQs & Troubleshooting

Q: How fast does the support team resolve tickets?

A: Response times are mapped to ticket priorities: Urgent (billing/active test launch bugs resolved in under 2 hours), High (assessment/profile problems addressed in 4 hours), Medium (general questions resolved in 12 hours), and Low (feature requests addressed in 24 hours).

Q: Why did my ticket submission fail?

A: The form requires the Subject and Description fields to be filled. If they are filled but submission fails, check your internet connection or verify that your screenshot is under 5MB.

Q: Can I add screenshots or details to a ticket after it has been created?

A: Once a ticket is submitted, it is locked for review by the admin team. You cannot modify it. If you have additional details, create a new ticket and reference the old ticket number in the description.

Q: How do I reopen a ticket that has been marked as resolved?

A: Go to **Support Desk → My Tickets**, select the resolved ticket, and click **Reopen Ticket**. You can then add a new comment explaining why the issue is still active.

Q: What screenshot file formats are supported when raising a ticket?

A: The support desk upload field accepts JPEG, PNG, and PDF files. The file size limit is strictly **5MB** per ticket.

Q: Can I submit a ticket anonymously?

A: No. Highrr binds tickets directly to your student registration credentials to allow university placement admins to track and audit resolving actions.