To raise a ticket with the Avantra team via our support portal at support.avantra.com, login and select the option for "New Support Ticket" as shown below. If you do not have a login for the Avantra support portal, please contact your account representative or send an email to support@avantra.com.
Fill in the new ticket form providing all of the required information, including:
| Subject | A brief description of the issue e.g. "Communication issue between agent and master" |
| Type | Select an appropriate ticket type e.g. Question, Issue, Feature request |
Priority
To ensure your tickets are addressed appropriately, it is important to select the correct priority when submitting them.
To assist you, we have provided a copy of the criteria we use to assess ticket priorities.
Please note, if the selected priority does not align with our established criteria, our Support team may adjust the priority of your ticket to ensure a fair and efficient process for all customers.
| Low | Medium | High | Urgent |
| Low Priority is assigned to clarification questions and other non-urgent inquiries. | Medium Priority is used for non-urgent but important matters that may be time-sensitive, such as deployment-related questions during the planning phase or issues with automation. | High Priority is used for time-sensitive product questions or issues that require a prompt resolution but are not currently impacting business operations. | Urgent Priority should be reserved for critical "production down" scenarios where business operations are clearly impacted and require immediate resolution. |
| Description | Provide as much detail as possible about your question or issue. We suggest using the following template:
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New file attachment process
As of January 2025, we have updated our file attachment process to use the SendSafely platform. This enhancement allows you to attach files of up to 10GB directly to your support tickets, making it more convenient and efficient to share larger files with our team.
To help us respond to your ticket as efficiently as possible, we kindly ask you to attach any relevant screenshots or log files.
You can upload log files by simply dragging them onto the following icon, or clicking on the icon and browsing for your file(s). The maximum size of file you can upload is 10GB.
Providing this information will enable us to understand your issue better and resolve it promptly.
You can then click on the following check boxes:
Finally, simply submit your ticket, and a member of the Avantra support team will get back to you shortly.