How To Raise a Support Ticket
Written by Karl
Support Operations Lead, ANAKSOR
Welcome to the official ANAKSOR support guide. We understand that while using any sophisticated software platform, you may occasionally encounter hurdles, technical glitches, or unexpected behaviors.
Whether you are experiencing a minor visual inconsistency or a major functional disruption, our dedicated technical support team is here to ensure your experience remains smooth and productive. This documentation is designed to walk you through the various channels available for seeking assistance. We prioritize efficiency and clarity, and by following these standardized procedures, you help us identify, diagnose, and resolve your concerns with the highest possible speed and precision.
1.0 Method 1: Submitting via the Pentagruel Mobile Dashboard
The most efficient way to receive help is directly through the Pentagruel Application. This method is preferred because the application automatically bundles your account information with your report, saving you time and reducing the margin for error.
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Step 1: Accessing the Dashboard and Authentication
To begin the process, you must first launch the Pentagruel application on your mobile device. Upon opening the app, you will be greeted by the Personal Dashboard login screen.
Enter Credentials: Locate the input fields labeled Email and Passcode. Carefully type in the credentials associated with your account.
Sign In: Once your information is entered, tap the blue Sign In button to authenticate your session.
Need an Account? If you have arrived at this screen but do not yet possess active credentials, you will need to establish your presence on our platform first. You can create a new account here: Create a New Account.
2.0 Step 2: Locating the Ticket Creation Banner
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Once you have successfully logged in, you will be directed to the General tab of your dashboard. This screen provides an overview of your account details, including your username, member status, and linked device ID.
Look toward the top of the interface, just below the "Pentagruel" header and the settings cog icon. You will notice a prominent, dark-grey call-to-action banner that displays a flag icon. It reads:
Encountering an unexpected issue? Create a ticket.
Tap anywhere on this banner to initiate the reporting process.
3.0 Step 3: Navigating the "Report an Issue" Form
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After tapping the banner, you will be transitioned to a dedicated screen titled Report an Issue. This interface is designed to be as user-friendly as possible by automating the data entry for your identity.
Form Data Pre-Population
STATUS: AUTOMATED
Auto-filled Information
You will notice that the Account ID, Username, and Email fields are already populated with your specific data (e.g., P-4c5c54f9...). Please do not attempt to edit these, as they are crucial for our team to verify your account status.
The Issue Type Selector
Below your contact info is a dropdown menu labeled Issue Type. By default, this is set to "Crash."
4.0 Step 4: Categorizing Your Technical Difficulty
Ref: pentagruel-supportdropdown.jpg
Categorization is key to ensuring your ticket reaches the right department. To change the issue type, tap the dropdown box to reveal the following options:
Crash
Select this if the application closes unexpectedly, freezes entirely, or forces a reboot of the software.
UI Bug
Choose this for visual errors, such as overlapping text, unresponsive buttons, or graphical glitches.
Performance
Use if the app feels sluggish, takes too long to load data, or causes your device to run unusually warm.
Security & Other
For unauthorized access concerns, feature requests, or issues that do not neatly fit the above categories.
5.0 Step 5: Drafting a Constructive Description
The final and most critical field is the Detailed Description box. To provide our team with the best chance of a quick fix, we recommend using a "Constructive Reporting" approach. Instead of writing "The app doesn't work," please try to include:
Constructive Reporting Breakdown
The Action: What were you doing right before the issue occurred?
The Result: What exactly happened? (e.g., "The screen turned white.")
The Frequency: Does this happen every time you log in, or was it a one-time event?
Once you have provided these details, tap the Submit Report button at the bottom of the screen.
6.0 Method 2: Submitting a Report via Email
We recognize that there may be instances where you cannot access the dashboard—perhaps due to a total login failure or a network restriction within the app itself. In these specific cases, we offer a secondary communication bridge through Direct Email Support.
Find our Address & Subject Line
Navigate to our Contact Us page to find the most current support email address designated for your region.
When drafting your email, please use a clear subject line such as:
"Technical Support Request - [Your Username]"
Maintain Detail & Attachments
Just as with the in-app form, your email must be detailed. Because an email does not automatically include your Account ID or Build Version, please make sure to type those details out manually.
One advantage of the email method is the ease of attaching screenshots or screen recordings. If a picture can help explain your problem better than words, please include it!
Summary of Best Practices
To get the most out of the ANAKSOR support ecosystem, keep these final tips in mind. By following these protocols, you become an active participant in the improvement of the ANAKSOR ecosystem.
Check for Updates
Before raising a ticket, ensure you are running the latest version of the app. Many issues are resolved simply by updating to the latest build.
Be Patient
Our team reviews every single ticket. Depending on the complexity of the issue and the current volume of requests, response times may vary.
One Issue Per Ticket
To avoid confusion, please submit separate tickets if you are experiencing multiple unrelated problems.
We value your feedback and your patience as we work together to build a more stable and powerful platform for all users.