Submit a support ticket in SG-Dashboard

In short. Go to dashboard.sgen.com/support. Click + New Ticket. A three-step modal walks you through: Step 1 — attach screenshots or a screen recording (optional but recommended); Step 2 — pick a category (Bug / Glitch / Improvement / Idea / Suggestion); Step 3 — type a Subject and Description, optionally paste a Related URL, then click Submit. Both Subject and Description require real keyboard input — paste alone keeps the Submit button disabled. After submitting, the ticket appears in your Recent Tickets list and SGEN support replies via email.

On this page: What this is for · What you see on the Support screen · Steps — submit a new ticket · Examples · Troubleshooting · FAQs

Report an issue to SGEN support through a three-step modal

What is this for?

The Support screen at dashboard.sgen.com/support is where you open a ticket when something is wrong, needs improving, or deserves a fresh idea. It shows your open, awaiting-reply, and resolved ticket counts at a glance. The Recent Tickets list lets you see what is already in flight before opening a duplicate.

The three-step modal structures your report so the support team receives the right signal immediately — category, evidence, and a clear description — rather than a freeform message that may need several rounds of clarification.

You reach for the Support screen when:

• A feature is not behaving as documented and you need a fix.
• You spotted a visual glitch or layout defect on your published site.
• You have a product improvement idea or a workflow suggestion.
• Something succeeded on staging but fails on live, and you cannot isolate why.

Scope

How this connects to other features

• SG-Dashboard → Site Manager — before opening a ticket about a specific site, confirm you are reporting from the correct account context. See Manage sites in Site Manager.
• SG-Dashboard → Analytics — if you are reporting a metrics discrepancy, pull the relevant chart from Analytics first and attach a screenshot as evidence in Step 1.
• Billing → Subscriptions — plan and billing questions are not support tickets; address them at SG-Dashboard → Billing → Subscriptions directly.
• SG-Dashboard → Admin → Manage Tickets — account owners can view all submitted tickets at dashboard.sgen.com/admin/manage-tickets. The Support screen is for opening new tickets; Manage Tickets is for viewing the queue.

What NOT to use this for

• Do not use the Support screen for billing changes. Adding or removing a Module Suite, changing your plan, or requesting a refund is a billing action. Go to SG-Dashboard → Billing → Subscriptions.
• Do not open duplicate tickets for the same issue. Check the Recent Tickets list before submitting. If a ticket is already open and awaiting reply, add context in that thread instead.
• Do not treat the Subject field as a full description. Subject is a one-line identifier. The Description field is where you write the full reproduction path.
• Do not attach files larger than 10 MB per file or exceed five files per ticket. If the recording exceeds the limit, compress it or link to external storage in the Description.

Before you start

• Sign in to dashboard.sgen.com as a site admin or account owner.
• Confirm you are on the correct account context — check Site Manager if you manage multiple accounts.
• Gather evidence before opening the modal: screenshot the broken state, note the URL where the issue occurs, and record any console error message if visible.
• Know which category fits your issue. The five categories are Bug, Glitch, Improvement, Idea, and Suggestion — choosing the right one routes your ticket to the correct queue.

Where to go

1. Sign in to dashboard.sgen.com.
2. In the left navigation, click Support (or navigate directly to dashboard.sgen.com/support).
3. The Support screen loads with the stats header and Recent Tickets list.

The Support screen — what you see

The Support screen has two sections before you open a ticket.

Stats header shows three counts side by side:

• Open Tickets — tickets submitted and not yet resolved.
• Awaiting Reply — tickets where SGEN support has responded and is waiting for your reply.
• Resolved — tickets that have been closed.

Scan these before opening a new ticket. A high Open count may mean an existing ticket already covers your issue.

Recent Tickets list shows the most recently submitted tickets on your account — subject, category, status, and date. Click any row to view the ticket detail.

Steps — submit a new ticket

Click + New Ticket to open the three-step modal. You can move forward only when the required fields on each screen are complete.

Step 1 — Attach Evidence (optional)

Step 1 lets you add files and a screen recording before you describe the issue. Adding evidence here is optional but strongly recommended — a screenshot of the broken state tells support in two seconds what a paragraph of text cannot.

File attachments:

• Up to 5 files per ticket.
• Maximum 10 MB per file.
• Maximum 25 MB total across all files.
• Accepted formats: image files, video files, PDF, and plain text.

Add Recording:

• Click Add Recording to capture directly from your browser.
• Two modes: Screen + Audio or Audio Only.
• Spotlight Mode is available to highlight specific areas of the screen during recording.

Step 2 — Category (required)

Step 2 asks you to choose the category that best describes your issue. Category is required — the modal will not advance without one selected.

Step 3 — Describe Issue (required fields)

Three fields on this screen: two required, one optional.

Subject (required): a one-line title for the issue. Keep it specific — "Blog post images not loading on mobile" is actionable; "Something is wrong" is not. Type directly — do not rely on paste alone. The Submit button requires actual keyboard events to enable.

Description (required): the full account of the issue. Write the reproduction steps: what page you were on, what you did, what you expected, and what happened instead. Include any error messages exactly as they appeared. Also requires real keyboard input.

Related URL (optional): paste the URL of the page or admin screen where the issue occurs. Including the URL saves a round-trip — support can navigate to the exact page without asking.

What happens after you submit

After clicking Submit, the ticket is created and appears in your Recent Tickets list. The Open Tickets counter increments by one. SGEN support will reply via the email address on your account.

What success looks like

After submitting a new ticket:

• The three-step modal closes.
• The Recent Tickets list refreshes and the new ticket appears at the top with status Open.
• The Open Tickets counter in the stats header has incremented by one.
• The ticket row shows the Subject you entered, the Category you selected, and the date of submission.

You do not need to take any further action. Return to the Support screen at any time to check the status.

Examples

Example 1: Reporting a broken image on mobile. Your published blog posts display broken image icons on screens narrower than 768 pixels — desktop renders correctly. Open the Support screen, click + New Ticket. In Step 1, attach a screenshot from a mobile browser (or record a Screen + Audio walkthrough with Spotlight Mode). In Step 2, select Bug. In Step 3, set Subject to Blog post images not loading on mobile, write a description with the reproduction path, and paste the blog URL. Submit. The ticket arrives with a screenshot, a category, and a URL �� support can reproduce and fix without asking for anything else.

Example 2: Submitting a product improvement request. You want bulk-export added to Location Manager — it works, it just lacks an export path. Open the Support screen, click + New Ticket. Skip Step 1 (no evidence needed). In Step 2, select Improvement. In Step 3, write a Subject like Add CSV export to Location Manager list view and a Description that explains the use case, how often you need it, and what workaround you currently use. The category routes the ticket to the product team rather than the break/fix queue.

Example 3: Filing a visual glitch with a screen recording. The header navigation menu flickers on page load in Safari 17 but renders fine in Chrome. Open the Support screen, click + New Ticket. In Step 1, click Add Recording, select Screen + Audio, navigate to the page that shows the flicker, and use Spotlight Mode to draw attention to the nav area. In Step 2, select Glitch. In Step 3, write a Subject like Header nav flickers on Safari 17 page load, describe the browser version and reproduction steps, and paste the public URL. The recording makes the flicker impossible to miss.

What to do if it does not work

The Submit button stays disabled after filling in Subject and Description. Both fields require real keyboard input. Click into the Subject field and type at least one character — do not rely on paste alone. Do the same for Description. If the button remains disabled after typing in both fields, refresh the page and try again.

The file upload rejects my attachment. Confirm the file is within the 10 MB per-file and 25 MB total limits. Confirm the format is one of: image, video, PDF, or plain text. If a screen recording exceeds the limit, compress it or describe the issue in text and attach a screenshot only.

The Add Recording button does nothing when clicked. Your browser may have blocked microphone or screen-capture permissions. Check the browser's permission settings for dashboard.sgen.com and allow screen capture. Refresh the page after granting permissions.

The modal closes without confirming submission. If the modal closed after clicking Submit and no new ticket appears in Recent Tickets, wait 30 seconds and refresh. If the ticket still does not appear, open the modal again and resubmit.

Support is not in the SG-Dashboard navigation. Confirm you are signed in as a site admin or account owner. Support is included on all SGEN plans; access is a role question, not a plan question.

The Recent Tickets list shows zero rows. If you have not submitted any tickets yet, this is expected. If you submitted tickets previously and they are gone, confirm you are signed in to the correct account — tickets are account-scoped, not site-scoped.

I cannot find a ticket I already submitted. Resolved tickets remain in the list under the Resolved tab filter. Use the filter tabs to switch between Open, Awaiting Reply, and Resolved.

Tips

• Attach evidence in Step 1 before describing in Step 3. A screenshot or recording makes the Description faster to write and faster to act on.
• Use Spotlight Mode for timing-sensitive visual issues. Flickers, layout shifts, and states that disappear in seconds are hard to convey in text. Spotlight Mode lets you circle the defect in real time.
• Pick Bug vs Glitch deliberately. Bug = something that should work does not. Glitch = something that works but looks wrong. The distinction routes your ticket to the right person.
• Copy the Related URL before opening the modal. Copy the URL of the affected page or admin screen before clicking + New Ticket so you have it ready to paste.
• Check Recent Tickets before opening a duplicate. A ticket that is Awaiting Reply means support has acknowledged the issue. Opening a second ticket for the same issue creates a duplicate that support must merge.

FAQs

Q: Is the Support screen the same as the Manage Tickets panel? No. The Support screen (dashboard.sgen.com/support) is for opening new tickets and viewing your account's ticket history. The Manage Tickets panel (dashboard.sgen.com/admin/manage-tickets) is an owner-level view for managing tickets across the system.

Q: Who can submit a ticket? Any signed-in site admin or account owner on a SGEN plan. If the Support item is not visible in your navigation, ask your account admin to check your role.

Q: Is the support ticket system included in my plan? The Support screen is available on all SGEN plans. Response time targets may vary by plan tier. Check pricing for your plan's support tier details.

Q: How many files can I attach to one ticket? Up to five files, each no larger than 10 MB, with a combined total under 25 MB. Accepted types: images, video, PDF, and plain text.

Q: Can I add more information to a ticket after submitting? Replying to the support email thread that SGEN sends after ticket submission adds context to the existing ticket. The Support screen itself does not currently show an in-app reply field after submission.

Q: What is the difference between Bug, Glitch, Improvement, Idea, and Suggestion? Bug: a feature that should work does not. Glitch: a visual defect that does not break functionality. Improvement: an existing feature that works but could work better. Idea: a new feature request. Suggestion: a workflow, UX, or copy change that does not fit the other four. When in doubt between Bug and Glitch, use Bug — support will re-categorize if needed.

Q: What does Awaiting Reply mean on a ticket? Awaiting Reply means SGEN support has received and reviewed your ticket and has sent a response. The ticket is waiting for you to reply. Check the email address associated with your SGEN account for the support thread.

Reference — step summary

Reference — file attachment limits

Reference — category routing

Next steps

• Manage sites in Site Manager — confirm you are on the correct site before reporting a site-specific issue
• Read live analytics — pull a chart screenshot to attach as evidence for a metrics-related ticket
• Manage your invitations — if a team member cannot access SG-Dashboard, check invitations before filing a support ticket