JADE WEBART · SUPPORT TICKET DOCUMENTATION
Support Ticket Documentation
Client GuideInternal Guide
1
What is a Support Ticket?
A support ticket is how you request help, report an issue, or ask for a change on your website. Every request goes through your Jade WebArt client portal so it is tracked, timed, and nothing falls through the cracks.
Why tickets instead of email or text?Tickets keep everything in one place. You can see the status of every request, track how many minutes have been used, and have a full history of what has been done on your site.
2
How to Submit a Ticket
- 1
Visit jadewebart.com and sign in with your account credentials.
- 2
Click Support Tickets in the left-hand navigation menu.
- 3
Hit the green New Ticket button at the top right of the page.
- 4
Give your ticket a clear subject, choose a category and priority, and describe what you need as clearly as possible.
- 5
You can upload screenshots, images, or documents to help explain the issue.
- 6
Click Submit Ticket. You will receive a confirmation email and can track progress from your portal at any time.
Tips for a faster responseInclude the page URL where the issue occurs, what you expected to happen, and what actually happened. Screenshots are always helpful.
3
Ticket Categories
| Category | Use it for |
|---|---|
| Bug / Error | Something on your site is broken or not working as expected |
| Content Update | Text, images, or page content you want changed |
| Design Change | Layout, colours, fonts, or visual adjustments |
| New Feature | Adding new functionality or a new page to your site |
| Performance | Site speed, loading issues, or SEO concerns |
| Security | Suspected hacks, malware warnings, or login issues |
| General Question | Anything that does not fit another category |
4
Priority Levels
Critical
Site is down or completely broken
Your website is inaccessible or a major feature has completely stopped working.
Response target: within 2 hours
High
Significant issue affecting visitors
A key page or function is broken but the rest of the site is working.
Response target: within 4 hours
Medium
Noticeable issue or update needed
Something needs fixing or changing but it is not urgent.
Response target: 1 business day
Low
Minor change or general question
Small tweaks, questions, or future improvements.
Response target: 2 business days
Please use priority levels honestly.Marking everything as Critical slows down response for everyone. If you are unsure, choose Medium and we will adjust if needed.
5
Ticket Statuses
New
In Progress
Waiting on Client
Resolved
Closed
| Status | What it means |
|---|---|
| New | Your ticket has been received and is in the queue |
| In Progress | A team member is actively working on your request |
| Waiting on Client | We need more information or approval from you before continuing |
| Resolved | The work is complete. You will have 48 hours to confirm before the ticket closes automatically |
| Closed | The ticket is finished and archived in your history |
6
Minutes and Your Care Plan
Support tasks are tracked in minutes. Every action taken on your site is timed and deducted from your monthly plan allowance. You can see a live minute balance in your portal dashboard at any time.
Extra Minutes never expireIf you need extra minutes beyond your monthly allowance, you can purchase Extra Minutes at any time from your portal. Unlike your monthly plan minutes, purchased Extra Minutes never expire and carry over until they are used.
Low minutes warningYou will automatically receive an email when your minute balance drops below the threshold set for your plan. You can purchase Extra Minutes or upgrade at any time from your portal.
| Status | What it means |
|---|---|
| New | Your ticket has been received and is in the queue |
| In Progress | A team member is actively working on your request |
| Waiting on Client | We need more information or approval from you before continuing |
| Resolved | The work is complete. You will have 48 hours to confirm before the ticket closes automatically |
| Closed | The ticket is finished and archived in your history |
Self-service edits are freeChanges you make yourself inside the client portal, such as updating your digital card, do not use any plan minutes.
7
Frequently Asked Questions
We recommend using the portal for all requests as it tracks minutes and keeps your history in one place. If you have an urgent issue and cannot access the portal, you can email support@jadewebart.com and a ticket will be created on your behalf.
Monthly plan minutes do not roll over. However, if you purchase Extra Minutes, those minutes never expire and will stay in your balance until used — even across billing periods.
Closed tickets cannot be reopened, but you can reference a previous ticket number in a new ticket so we have the full context. Just mention the old ticket number in your description.
Every ticket includes a time log showing exactly what was done and when. If you believe there is an error, please raise a General Question ticket and we will review it with you.
You will receive an email notification when your ticket status changes to Resolved. You can also check the status at any time by logging into your portal.