Quick answers to common questions about using CoreSupport — reporting issues, tracking tickets, communication, and SLA.
Public ViewCoreSupport is a project and ticket management platform used to handle technical complaints and service requests. It provides transparency on ticket progress, real-time communication, and Service Level Agreement (SLA) tracking from submission to resolution.
A ticket generally flows through: New (complaint received) → In Action (team is working on it, SLA timer active) → Resolved (technician has completed the fix) → Closed (client has confirmed the fix). If the client reports the issue is not fixed, the ticket may move to Not Resolved or Reopened for further investigation.
Sign in with your client credentials, open your project from the dashboard, and click Create Ticket. Describe the problem clearly and attach screenshots if possible. Our team will assign and track the ticket until it is resolved.
Ticket has been received and is waiting for assignment or action.
A technician is actively working on the issue. The SLA timer is running.
The support team needs more information from you. Please check the ticket chat and respond.
The technician has implemented a fix. Please verify and confirm to close the ticket.
The client reported the issue is not fixed. The ticket will be investigated further.
A previously closed or resolved ticket has been reopened for additional work.
The client has confirmed the fix. The ticket is permanently closed.
SLA defines the target response and resolution time for your tickets. The SLA timer only counts down during active business hours configured for each project (e.g. 8:00 AM – 5:00 PM) and excludes public holidays. This ensures fair measurement of response times.
If a ticket is not resolved within the allocated SLA time, it will be marked as Breached (shown with a red indicator). Breached tickets are tracked for reporting and accountability purposes. Our team is notified to prioritise overdue tickets.
The SLA timer only runs during the project's defined working hours. Outside business hours and on public holidays, the timer is paused. Managers configure working hours when setting up each project.
On the login page, click "Forgot your password?" below the sign-in form. Enter your registered email address and submit. You will receive an email with a link to reset your password. If you do not receive the email, check your spam folder or contact your project administrator.
Client accounts are created by your organisation's administrator or project manager. You cannot self-register. If you need access, contact your project PIC or support coordinator and provide your name and email address.
When checked on the login page, your session stays active longer so you do not need to sign in every time you visit. Only use this on a trusted personal device — avoid it on shared or public computers.
Projects are assigned to you by an administrator or manager. If your project is missing, contact your project PIC or administrator to confirm you have been added with the Client role on the correct project.
Response times depend on your project's Service Level Agreement (SLA). SLA is only counted during the project's defined working hours and excludes public holidays — it is not a 24/7 clock. Check your project details in the Knowledge Base (when logged in) for specific working hours.
For ticket-related issues, use the chat on your ticket. For account access, missing projects, or login problems, contact your project PIC or organisation administrator. For urgent production issues, report a new ticket with High priority.