> ## Documentation Index
> Fetch the complete documentation index at: https://docs.refairn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Submit and Track Support Requests in the Refairn Portal

> Learn how to open a support request, track your tickets, and get help from your assigned partner agent or the product company directly.

When you need help with your product, Refairn's support portal gives you a straightforward way to get it. Depending on your account setup, your request may be handled by your assigned support partner — an independent certified agent — or directly by the product company's team. Either way, you can submit a ticket at any time, track its progress in real time, and escalate if you ever need more urgent attention.

<Note>
  Your assigned support partner may assist you with onboarding, product usage, and support. They may earn commission for helping you get started and supporting your account.
</Note>

## Opening a Support Ticket

Use the **New Request** button in your support portal whenever you have a question, run into a problem, or need guidance. Fill in as much detail as you can — a clear description helps your agent or the support team respond faster.

<Steps>
  <Step title="Go to your support portal">
    Log in to your account and navigate to the **Support** section of your dashboard. You'll see your open tickets and a **New Request** button at the top of the page.
  </Step>

  <Step title="Click 'New Request'">
    Select **New Request** to open the ticket form. This is available to you at any time, regardless of whether you have an assigned agent.
  </Step>

  <Step title="Fill in the subject and category">
    Give your ticket a short, clear subject line — for example, "Can't log in to my account" or "Question about billing cycle." Then choose the category that best fits your issue.
  </Step>

  <Step title="Describe your issue">
    In the details field, explain what's happening. Include any steps you've already tried, error messages you've seen, and when the issue started. The more context you provide, the quicker your support partner can help.
  </Step>

  <Step title="Attach screenshots or files (optional)">
    If your issue involves something visual — like an error screen or an unexpected layout — use the **Attach files** option to upload screenshots or other relevant files. This often speeds up resolution significantly.
  </Step>

  <Step title="Submit your request">
    Review your details and click **Submit**. Your ticket is now open, and your assigned agent (or the support team, if you don't have one) will be notified right away.
  </Step>
</Steps>

## Ticket Categories

When opening a ticket, you'll be asked to choose the category that best describes your issue. Picking the right one helps route your request to the right person quickly.

<CardGroup cols={2}>
  <Card title="Onboarding" icon="rocket">
    Help getting set up with the product for the first time, including account configuration and initial walkthrough.
  </Card>

  <Card title="Product Usage" icon="circle-question">
    Questions about how specific features work or how to get the most out of the product.
  </Card>

  <Card title="Billing" icon="credit-card">
    Questions about your subscription, charges, or invoices. Billing disputes are handled directly by the company team.
  </Card>

  <Card title="Login Issue" icon="lock">
    Trouble signing in, resetting a password, or accessing your account. Security-related issues are always handled by the company.
  </Card>

  <Card title="Account Setup" icon="gear">
    Help configuring your account settings, team members, or preferences after initial sign-up.
  </Card>

  <Card title="Feature Question" icon="lightbulb">
    Curious about a specific feature, how to enable it, or whether it fits your use case.
  </Card>

  <Card title="Bug Report" icon="bug">
    Something in the product isn't working as expected. Complex technical bugs are escalated to the company's engineering team.
  </Card>

  <Card title="Subscription Issue" icon="rotate">
    Problems with upgrading, downgrading, cancelling, or renewing your subscription plan.
  </Card>

  <Card title="Technical Escalation" icon="arrow-up-right-dots">
    Advanced technical issues that need direct attention from the product company's support team.
  </Card>

  <Card title="Other" icon="ellipsis">
    Anything that doesn't fit neatly into another category. Describe your issue in the details field and the right person will be assigned.
  </Card>
</CardGroup>

## Tracking Your Ticket

After you submit a request, you can follow its progress directly from the **Support** tab on your dashboard. Each ticket shows a current status so you always know where things stand.

| Status                   | What it means                                                                                                                        |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------ |
| **Open**                 | Your ticket has been submitted and is waiting to be picked up.                                                                       |
| **Waiting for agent**    | The ball is in your agent's or the support team's court. They're working on a response.                                              |
| **Waiting for customer** | Your agent has responded and needs more information or a reply from you.                                                             |
| **Escalated**            | Your ticket has been passed to the product company's team for direct handling.                                                       |
| **Resolved**             | The issue has been addressed. You can reopen the ticket if the problem comes back.                                                   |
| **Closed**               | The ticket has been closed. If your issue returns, you can open a new request or reopen this one.                                    |
| **Reopened**             | A previously resolved or closed ticket has been reopened, usually because the issue returned. It will be picked up and worked again. |

## Replying to Your Agent

When your agent replies to a ticket, you'll receive a notification. To continue the conversation:

1. Open the ticket from your dashboard.
2. Read the agent's message in the thread.
3. Type your reply in the response field at the bottom.
4. Click **Send** to continue the conversation.

Keep all communication about the same issue within the same ticket thread. This keeps the full history in one place and makes it easier for the support team to understand the context if the ticket ever needs to be escalated.

## Closing a Ticket

Once your issue is resolved, your agent may mark the ticket as **Resolved**. You can also close it yourself if you're satisfied with the outcome:

1. Open the ticket from your dashboard.
2. Click **Close ticket** or confirm the resolution when prompted.
3. You'll have the option to rate your support experience before closing.

If the same issue comes back after a ticket is closed, you can reopen it rather than starting from scratch. The full conversation history will still be there.

<Tip>
  You can open a new support request at any time — even if you already have tickets open. There's no limit on the number of requests you can submit.
</Tip>