Support Tickets
Create and manage support requests to get help from the PDF Hub team.
Overview
The support ticket system lets you report issues, ask questions, and request assistance directly from within PDF Hub. All communication is tracked in a single thread so you can easily follow the progress of your request.
Creating a Ticket
To create a new support ticket:
- Navigate to Support Tickets from your account menu.
- Click New Ticket.
- Fill in the required fields:
- Subject — a brief summary of the issue or question
- Description — a detailed explanation including steps to reproduce (for bugs), expected behaviour, and any error messages
- Optionally attach files to provide additional context (such as the PDF that caused an issue or a screenshot).
- Click Submit Ticket.
The more detail you provide when creating a ticket, the faster the support team can diagnose and resolve your issue. Include the tool name, file type, and any error messages you saw.
Tracking Ticket Status
After submitting a ticket, it appears in your ticket list with one of the following statuses:
| Status | Meaning |
|---|---|
| Open | Your ticket has been submitted and is awaiting review by the support team. |
| In Progress | A support team member is actively investigating your issue. |
| Awaiting Reply | The support team has responded and is waiting for additional information from you. |
| Resolved | The issue has been addressed. You can reopen the ticket if the problem persists. |
| Closed | The ticket is complete and no further action is needed. |
You will receive email notifications when the status of your ticket changes or when a support team member replies.
Comments & Attachments
Each ticket has a conversation thread where you and the support team can exchange messages:
- To add a reply, open the ticket and type your message in the comment box at the bottom.
- You can attach files to any comment by clicking the Attach File button before submitting.
- All comments are displayed in chronological order with timestamps and the name of the author.
Attachments are subject to file size limits. If you need to share a large file, consider uploading it to a cloud storage service and including a link in your comment.
Resolution
When the support team resolves your ticket, you will see a resolution summary in the ticket thread. If the issue is not fully resolved, you can:
- Add a comment explaining what is still not working — this will automatically reopen the ticket.
- Create a new ticket referencing the original ticket number for continuity.
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