Creating New Tickets
When you need support, have a question, or want to request work from the Rhino Group team, submit a new ticket through the portal.
Opening a New Ticket
- Log in to the client portal
- Click Open a New Ticket (from the main navigation or dashboard)
- Fill out the ticket form
- Click Create Ticket
Ticket Form Fields
Required Fields
| Field | Description | Tips |
|---|---|---|
| Help Topic | The category of your request | Choose the most relevant topic (e.g., "Bug Report", "Feature Request", "General Support") |
| Subject | A brief title for your issue | Be specific: "Product images not loading on homepage" is better than "Website issue" |
| Message | Full description of your request | Include all relevant details (see below) |
Optional Fields
| Field | Description |
|---|---|
| Priority | Default is Normal; set to High if time-sensitive |
| Attachments | Files, screenshots, documents to include |
| Escalation | Flag as Higher Priority or Emergency if urgent |
Writing an Effective Ticket
What to Include
A well-written ticket gets resolved faster. Include:
- What's happening — Describe the issue or request clearly
- Where — URL, page name, section of the site
- When — When did it start? Is it constant or intermittent?
- Steps to reproduce — If it's a bug, how can we see it?
- Expected vs. actual behavior — What should happen vs. what is happening?
- Screenshots — Visual evidence is extremely helpful
Example: Good Ticket
Subject: Checkout page shows 500 error after adding coupon code
Message: When I go to the checkout page (https://mysite.com/checkout) and enter the coupon code "SUMMER20", the page shows a 500 error instead of applying the discount.
Steps to reproduce:
- Add any product to cart
- Go to checkout
- Enter coupon code "SUMMER20"
- Click "Apply"
- Error appears
Started: This morning around 9 AM CST Browser: Chrome 120 on Windows 11
Screenshot attached showing the error.
Example: Vague Ticket (Avoid)
Subject: Website broken
Message: Something is wrong with the website. Please fix.
Attaching Files
How to Attach
- In the ticket form, click Choose File (or drag and drop)
- Select one or more files
- Files appear in the attachment list
- Submit the ticket — attachments upload with it
Supported File Types
Common supported types include:
- Images:
.png,.jpg,.gif,.webp - Documents:
.pdf,.doc,.docx,.xls,.xlsx - Archives:
.zip - Text:
.txt,.csv
File Size Limits
Individual files have a size limit (typically 25 MB). If you need to send larger files, compress them or use a file-sharing link in your message.
Escalation at Ticket Creation
When creating a ticket, you can optionally escalate it:
| Level | When to Use | What Happens |
|---|---|---|
| None | Most tickets | Standard processing |
| Higher Priority | Important but not urgent | Added to PM daily digest |
| Emergency | Production down, revenue impact, security | Immediate alerts to team (email + SMS) |
When to Use Emergency
Use Emergency only for:
- Production website is completely down
- Active security breach
- Revenue-impacting issue (checkout broken, orders not processing)
- Data loss situation
Do NOT use Emergency for:
- Feature requests (no matter how important)
- Minor visual bugs
- Questions about timelines
- Non-urgent changes
Emergency escalation sends immediate SMS and email alerts to the entire project management team. Please use responsibly — the 48-hour cooldown prevents repeat escalations on the same ticket.
After Submitting
Confirmation
After submitting your ticket:
- You'll see a confirmation page with your ticket number (e.g., #108749)
- A confirmation email is sent to your email address
- Save the ticket number for reference
What to Expect
| Timeframe | What Happens |
|---|---|
| Within minutes | Ticket is received and assigned to the appropriate team |
| Within hours | Initial acknowledgment or response (varies by priority) |
| Ongoing | Updates via email and the portal as work progresses |
Email Notifications
You'll receive email notifications when:
- Your ticket is received (auto-response)
- A staff member responds
- Your ticket status changes
- Your ticket is resolved/closed
You can reply to notification emails — your reply is automatically added to the ticket.
Tips for Faster Resolution
- Be specific — the more detail you provide upfront, the fewer follow-up questions we need
- Include URLs — link directly to the page with the issue
- Attach screenshots — a picture is worth a thousand words
- One issue per ticket — separate issues should be separate tickets
- Choose the right help topic — helps route to the right team immediately
- Respond to follow-ups — if we ask a question, prompt response keeps things moving