Step by step

1. Open 'Report a problem' in the left-hand navigation

   In the left-hand navigation column, find and click the link labelled 'Report a problem'. This link appears because you are working inside an organisation, and it takes you to the dedicated support screen rather than a standard collection table.

2. Wait for the support screen to load

   The CMS opens the support screen for your organisation. Behind the scenes it reads any tickets already linked to your organisation using your own permissions, then displays the screen with your organisation's name and those tickets ready.

3. Review the screen and click '+ New ticket'

   The screen is headed 'My support tickets' with the subtitle 'Bugs, requests, and questions about the platform.' Click the '+ New ticket' button in the top-right corner to begin.

4. Watch the filing panel slide open

   A side panel titled 'New support ticket' opens over the list. You do not need to supply any of that information yourself.

5. Choose what kind of help you need

   Under the heading 'What can we help with?' select one of the three options: Bug (something is broken), Feature request (something new you would like), or Question. Your choice determines which fields appear in the next section of the form.

6. Fill in the form fields

   Every ticket needs a Title of at least 3 characters and no more than 200. For a Bug, fill in three short text areas: what you did, what you expected to happen, and what actually happened. For a Feature request or Question, fill in a single Description field. Choose a severity under 'How urgent is this?' and, if you prefer the ticket to stay visible only to you rather than all administrators in your organisation, tick the 'Keep private' checkbox. The Submit button stays disabled until all required fields are complete, and the form lists exactly what is still missing above the button.

7. Press 'Submit ticket' to send it

   The system checks you are still authenticated, identifies your organisation, and passes everything — including the referring URL, browser user-agent, and viewport size captured earlier — through to the ticket-creation service.

8. Let the system validate and save the record

   The service confirms your title is long enough, and that you have filled in all the narrative fields required for the ticket type. It works out the next sequential ticket number in the format SUP-YYYY-NNN, then saves the ticket with a status of 'new' linked to your organisation. If there is a rare numbering clash it retries automatically up to five times.

9. Confirm that Daviah has been notified

   Once the ticket is saved, the system sends an email to Daviah's support address containing your ticket number, title, type, severity, description, and the page URL. This happens automatically. If the email cannot be sent for any reason your ticket is still saved and nothing is lost.

10. Wait a moment while the screen refreshes

    It then returns your ticket number and the ticket's internal id to the form. The filing panel closes automatically and the reading panel opens in its place.

11. Read your new ticket in the side panel

    The side panel reopens titled with your new ticket number and shows the full ticket: title, type, current status, the time it was filed, and a text area where you can add a follow-up reply at any time. Until Daviah responds you will see the message 'No replies yet — we'll let you know when support responds.'

What happens next

Your ticket is now saved in the system, assigned a reference number in the format SUP-YYYY-NNN, and linked to your organisation. Daviah receives an email notification with the key details as soon as the ticket is created.

You can return to the support screen at any time to read the ticket or add a reply using the text area at the bottom of the reading panel.

Good to know

The private checkbox controls whether other administrators in your organisation can see the ticket. If you leave it unticked, anyone with admin access to the same organisation will be able to read it. Tick it if the content is sensitive or intended only for Daviah.

The referring URL, your browser's user-agent string, and the viewport size are captured automatically in the background when the filing panel opens. This helps Daviah reproduce bugs without you having to describe your setup.