Support tickets are for anything that isn’t already handled by an Action required panel on an order.

If the order is on hold and Mesh is asking you for a decision, handle it on the order first.

If you have a question, issue, or request outside that flow, open a ticket.

Where to find Support #

Gear menu → Support → New ticket

What to include (so we can help fast) #

A good ticket has:

• Category (pick one)
• Subject (one line)
• Message (the full context)
• Optional: Related order (under Advanced (optional))

If it’s about a specific job, always include:

• WO #
• what you want to happen
• any deadlines that matter

Categories (what they mean) #

These are the categories you can choose:

• Bug report — something is broken or behaving wrong
• Feature request — you want a new capability
• Feedback — product/process feedback
• Other — everything else

Attachments #

Attachments are supported on both ticket creation and replies.

Rules:

• up to 5 files
• max 10MB each
• file types: PNG / JPEG / PDF / TXT

If a screenshot explains it in 2 seconds, attach it.

After you submit #

You’ll land on the ticket detail page.

• Your team can view the ticket thread.
• Reply on the ticket to continue the conversation.

Closing a ticket #

If the issue is done:

Click Close.

Closed tickets can’t be replied to in the UI.

When NOT to use Support #

Don’t use Support when Mesh is already asking you for a decision on the order (receiving discrepancy, pack-out discrepancy, production issue, etc.).

In those cases, keep the decision inside the order so the job can move.