Support

The Xnoll Support system lets you create tickets for issues, questions, or feedback. Support replies during business hours. This guide explains how it works, field limits, and what to expect.

How Support Works

Support is a ticketing system where you submit issues and our team responds. You can create tickets, add replies, and attach files. Only the support team can formally close or resolve tickets. You can mark a ticket as "I'm satisfied" to signal that your issue is resolved; our team will then close it with a proper reason.

Working Hours & Response Time

Support replies only during business hours. Messages sent outside these hours are queued and answered when the team is back online.

  • Working hours: Mon–Fri, 9:00 AM – 6:00 PM IST
  • Working days: Monday to Friday
  • Response time: Replies may take 24–48 hours. Urgent issues are prioritized when possible.

Creating a Ticket

To create a support ticket:

  1. Go to Support in the sidebar or Platform.
  2. Click New Ticket.
  3. Fill in the subject, description, category, and optionally the related app and priority.
  4. Attach files if needed (see limits below).
  5. Click Create ticket.

Ticket Fields & Limits

Field Limit Description
Subject Required 5–255 characters Brief summary of your issue. Be specific to help us route and prioritize.
Description Required 20–10,000 characters Detailed description. Include steps to reproduce, error messages, and what you expected.
Category Optional — Select the category that best fits your issue (e.g. Billing, Technical, Feature Request).
Related app Optional Apps you have an active subscription for Only apps you subscribe to are shown. Select if the issue is app-specific, or leave as "General / Platform".
Priority Low, Medium, High, Urgent Default is Medium. Use High or Urgent only for critical issues.
Attachments (ticket creation) See Attachments below Optional files (screenshots, logs, videos) to help describe the issue.

Attachments – File Limits & Rules

Attachments are validated for type, size, and total size. Invalid files are rejected.

Rule Limit
Files per ticket or reply Max 5 files
Size per file Max 10 MB
Total size per upload Max 25 MB
Allowed types Images: JPG, PNG, GIF, WebP. Videos: MP4, WebM, MOV. Documents: PDF, Word, Excel, TXT, CSV.

Files are validated server-side by MIME type. Other formats (e.g. .exe, .php, .zip) are not accepted.

Reply Limits

When replying to a ticket:

  • Body: 5–5,000 characters
  • Attachments: Same rules as above (max 5 files, 10 MB each, 25 MB total)

Ticket Creation Rate Limits

To prevent abuse, ticket creation is limited:

  • Per hour: Max 5 tickets
  • Per day: Max 20 tickets

If you hit these limits, wait and try again later.

Ticket Status Flow

Statuses show who should act next:

Status Meaning
Open New ticket, waiting for support to review.
Needs Response You sent a message; support needs to reply.
Awaiting Customer Support replied; we're waiting for your response.
Resolved / Closed / Rejected Ticket is closed. No further replies allowed.

"I'm Satisfied" Button

When your issue is resolved, you can click I'm satisfied. This tells us you're done, but only the support team can formally close the ticket. We will close it with the reason "Customer marked as satisfied" shortly after.

Environment Variables (Optional)

Admins can override limits via environment variables:

Variable Default Description
SUPPORT_TICKETS_PER_HOUR 5 Max tickets a user can create per hour.
SUPPORT_TICKETS_PER_DAY 20 Max tickets a user can create per day.
SUPPORT_ATTACHMENTS_PER_COMMENT 5 Max files per ticket or reply.
SUPPORT_ATTACHMENT_MAX_MB 10 Max size per file (MB).
SUPPORT_ATTACHMENTS_TOTAL_MAX_MB 25 Max total size per upload (MB).
SUPPORT_EMAIL support@xnoll.com Support contact email.
SUPPORT_WORKING_HOURS Mon–Fri, 9:00 AM – 6:00 PM IST Displayed working hours.
SUPPORT_WORKING_DAYS Monday to Friday Displayed working days.
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