Support Strategy

Learn how candidate support tickets are prioritized, routed, and resolved by our helpdesk.

Overview

Highrr uses an automated ticketing desk. When you submit an inquiry through the Support page, a ticket is created in the database and assigned a priority tier based on the selected category.

Ticket Priority Matrix

High Priority (SLA: Under 12 Hours)

Assigned to blocker issues that prevent portal access or exam submissions. Examples include account sync errors, WebRTC media blocks, payment failures, and proctoring failures. High-priority tickets bypass standard queues and go straight to active engineering teams.

Medium Priority (SLA: Under 24 Hours)

Assigned to issues affecting profile configurations, such as avatar cropping bugs, supervisor verification email delays, and academic whitelisting sync issues. Routed to portal operations teams.

Low Priority (SLA: Under 48 Hours)

Assigned to general inquiries or cosmetic issues, such as resume style suggestions, glossary term queries, and feedback suggestions. Routed to standard support queues.

Submitting a Support Ticket

Follow these steps to submit and track a support ticket:

1 Go to the **Support** page from the sidebar.

2 Select the correct ticket Category (e.g. "AI Assessment Block") and set the Priority.

3 Write a summary of the issue, upload screenshots if applicable, and click **Submit Ticket**.

4 Monitor response updates under the **My Tickets** tab on the Support page.

FAQs & Troubleshooting

Q: Can I reopen a closed support ticket?

A: Yes. If the issue is not fully resolved, click "Reopen Ticket" inside the ticket detail view within **48 hours** of closure. After that, you must create a new ticket.

Q: How do I escalate a ticket if I'm facing an urgent exam block?

A: Create a ticket under the category "AI Assessment Block" and set the priority to High. This places it directly into the engineering team's queue.

Q: Can I submit tickets directly via email?

A: Highrr only tracks tickets submitted through the portal Support page to ensure they are matched with your student profile. Email submissions are not supported.

Q: Who reviews my support tickets?

A: Tickets are routed dynamically. Academic or syncing issues are routed to your university's placement admin team, while software bugs are routed to Highrr's engineering helpdesk.

Q: What is the support desk coverage schedule?

A: Highrr support is active **24/7** for critical exam and interview blockages. General billing and administrative tickets are processed during standard business hours (9 AM to 6 PM).

Q: Can I upload video recordings of bugs to support tickets?

A: No. The upload widget is optimized for image files (JPEG/PNG) and PDFs. If you have video logs, upload them to a secure cloud drive (e.g. Google Drive) and paste the link in the description.