Create, track, and reply to support tickets

Use in-app Support to ask Cortena questions, attach context from payables or settings, and follow the thread in the app or by email.

Related: How to get help.

1. Create a ticket from context

1. From almost any workspace page, open Support in the navigation (or Open support where shown).
2. Choose New support ticket.
3. Enter Subject and Description. The composer supports markdown-style formatting (Bold, lists, links) via the toolbar.
4. Paste Cortena links (payables, settings, workflow) into References. Press Space or Enter after a link to turn it into a badge, or paste links inline in the text.
5. Optionally add Attachments (images, PDF, office files. Size limits apply).
6. Set Visibility: Private (only you) or Organisation so colleagues in the tenant can see the ticket.
7. Click Create.

Creating from an invoice or settings page can pre-fill context so Cortena Support sees the same view you had open.

2. Linked Cortena context

Reference badges open previews for invoices, settings sections, workflow configuration, and other supported deep links. Support agents see the same links in the thread. You do not need to re-describe invoice numbers if the link is attached.

3. Track and reply in Cortena

Open your tickets from Support in the nav. Each ticket shows status, for example Open, Waiting on you, Waiting on Cortena Support, Resolved, or Closed.

Reply in the thread with the same rich composer. You can attach files to replies. Cortena can also deliver replies to your email. Replying to that email adds your message to the same ticket.

To remove a ticket from your list, use Delete. This is a soft delete: the ticket is marked deleted and hidden from normal lists.

4. Cortena Support (admin) replies

Cortena Support staff use an admin workspace to assign tickets, set status, and reply. Admins can mark a reply as Internal (visible only to Cortena Support) or Public (shown in your thread). Internal notes help coordinate without exposing internal discussion to customers.

Requires tenant feature Support and appropriate permissions for end users. Admin tools are separate.

Tips & limitations

• Support must be enabled for the tenant (feature flag).
• Private tickets are visible only to you. Organisation tickets are visible to others in the same tenant with access to Support.
• Not every mutation in Cortena is available via Support. Use the product UI or MCP for invoice approvals where documented separately.
• Deleted tickets and messages are soft-deleted. They do not appear in your inbox but may be retained for compliance on the Cortena side.

Quick reference