How to Use My Tickets Page
Introduction
The My Tickets page allows you to manage all support requests submitted to the iSoccer Support Team.
From this page you can:
- View your support tickets
- Track ticket progress
- Read replies from iSoccer Support
- Upload additional files
- Reply to support requests
- Monitor ticket status
- Search previous tickets
This page acts as your personal support inbox.
Opening My Tickets
Navigate to:
Dashboard → My Tickets
or
Support → My Tickets
You must be logged into your iSoccer account to access this page.
Ticket Summary
At the top of the page you will see a summary of your support activity.
The summary includes:
Unread
The number of tickets containing replies you have not yet viewed.
Waiting On You
Tickets where iSoccer Support is waiting for additional information from you.
Active Tickets
Tickets that are still being worked on.
Total Tickets
The total number of support tickets you have submitted.
Creating a New Ticket
Select:
+ New Ticket
to create a new support request.
A new ticket should be created when:
- Reporting a bug
- Asking a subscription question
- Requesting technical assistance
- Reporting payment issues
- Requesting account help
- Reporting team management issues
Finding a Ticket
Use the search box to locate tickets by:
- Ticket number
- Ticket subject
- Ticket content
- Category
Examples:
IS-00025
Subscription
Team Member Access
Ticket Filters
Several filters are available to help organise your tickets.
Active
Shows tickets that are still open.
Hidden statuses:
- Resolved
- Closed
Waiting On Me
Shows tickets where Support is waiting for your reply.
You should review these tickets first.
Unread
Shows tickets containing new responses from iSoccer Support.
All
Displays all tickets regardless of status.
Ticket Numbers
Each support request receives a unique ticket number.
Example:
IS-00025
Always include this number when discussing a support issue.
Ticket Statuses
Each ticket displays its current status.
Open
Your ticket has been received.
The support team has not started reviewing it yet.
Triaged
Your ticket has been reviewed and categorised.
The support team is preparing the next action.
In Progress
The issue is actively being investigated or worked on.
Waiting User
The support team requires more information from you.
A reply is usually required before work can continue.
Resolved
The issue has been fixed or answered.
If the problem still exists, simply reply to the ticket.
Closed
The ticket has been completed and closed.
New replies are disabled.
Create a new ticket if further assistance is required.
Ticket Details
Selecting a ticket displays:
- Ticket number
- Subject
- Category
- Priority
- Status
- Original request
- Attachments
- Conversation history
Original Ticket Attachments
Files attached when the ticket was first submitted appear under:
Attachments
Supported file types may include:
- Images
- PDF documents
- Word documents
- Text files
Attachments can be downloaded at any time.
Conversation History
The Conversation section shows all messages exchanged between:
- You
- iSoccer Support
Messages are displayed in chronological order.
Support replies appear on one side and your replies appear on the other, making conversations easy to follow.
Replying to a Ticket
If a ticket is still active, a reply box appears at the bottom of the page.
To reply:
- Open the ticket.
- Enter your message.
- Attach files if required.
- Select Send Reply.
Attaching Files
Additional files can be uploaded with any reply.
Examples:
- Screenshots
- Error messages
- Training plan screenshots
- Billing documents
- PDF reports
Supported formats include:
Images
PDF
DOC
DOCX
TXT
Maximum file size:
10 MB per file
Email Me a Copy
Before sending a reply you can select:
Email me a copy
When enabled:
- The reply is saved to the ticket
- A copy is emailed to your registered email address
This is useful for record keeping.
Mobile View
On mobile devices a floating:
Reply
button appears.
Selecting this button automatically scrolls to the reply area.
This makes replying easier on smaller screens.
Minimise Reply Area
The reply panel can be minimised when reading long conversations.
Select:
Minimise
to collapse the editor.
Select:
Maximise
to reopen it.
What Happens Next?
Each ticket displays a status summary explaining what happens next.
Examples include:
Waiting For Support
The support team is reviewing your ticket.
No action is required.
Waiting For Your Reply
Additional information is required.
Reply as soon as possible to avoid delays.
Resolved
The issue has been completed.
Review the resolution and reply if necessary.
Closed
The ticket is finished.
Create a new ticket if you need additional assistance.
Best Practices
- Use clear ticket subjects.
- Include screenshots whenever possible.
- Reply within the same ticket instead of creating duplicates.
- Keep all information about the same issue in one conversation.
- Respond quickly when a ticket is marked Waiting User.
- Include steps to reproduce any bugs.
- Attach supporting documents where helpful.
Frequently Asked Questions
Why can't I reply?
The ticket has likely been closed.
Create a new support ticket.
Why is my ticket marked Waiting User?
The support team requires more information before continuing.
Can I upload screenshots?
Yes. Screenshots are strongly recommended when reporting issues.
Can I download attachments later?
Yes. Attachments remain available from the ticket conversation.
Will I receive email notifications?
Support may send email notifications when updates occur.
You can also choose Email Me a Copy when replying.
Should I create a new ticket for the same issue?
No.
Reply within the existing ticket whenever possible.
This helps keep all information together and speeds up support resolution.
Next Step
If you need help creating a new support request, continue to:
How to Contact iSoccer Support