# Create, track, and reply to support tickets

Create, track, and reply to support tickets with linked Cortena context.

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

**Who this is for:** Any user whose workspace has **Support** enabled, plus admins who need organisation-visible tickets or Cortena Support staff replying on admin threads.

Related: [How to get help](https://help.cortena.ai/guides/support/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

| Task | Where |
| --- | --- |
| New ticket | Nav **Support** → **New support ticket** |
| Add invoice link | **References** or paste in description |
| Reply | Ticket thread or email reply to Cortena |
| Close / remove | Ticket actions → **Delete** (soft delete) |
| Org vs private | **Visibility** on create |