SecurityTrax Support Tickets
The SecurityTrax Support Tickets page is where your company files tickets directly to the SecurityTrax product and support team — bug reports, "how do I..." questions, feature requests, account issues. This is a completely separate system from the customer-facing Tickets queue (which is about your customers). This one is about you talking to SecurityTrax.
Behind the scenes, each ticket is a GitLab issue in SecurityTrax's private GitLab instance. Your ticket gets routed to the right team, the team replies in GitLab, and the replies come back into this thread view. If you've ever used a helpdesk (Zendesk, Intercom, etc.), this works the same way — just with GitLab under the hood.
Getting here
- From the top-right user menu or top nav, choose Support (the exact label depends on your company's navigation configuration).
- Or navigate directly to
https://portal.securitytrax.com/{your-company}/securitytrax-support-tickets.
The index page
The list page has heading "SecurityTrax Support Tickets".
Monthly hours card
If your company has logged any billable support time this month, a card at the top shows "Monthly hours — {Month Year}" with the total hours and minutes logged on closed tickets. Use it to gauge how much of your support plan you've used.
Months are calculated in Denver timezone (SecurityTrax HQ time).
Filters
Click the filter icon to open the Filter Support Tickets flyout.
| Field | Type | Options | Default |
|---|---|---|---|
| Sort by | Dropdown | Created At, Updated At, Priority, Status | Created At desc |
| Per page | Dropdown | 10, 25, 50 | 25 |
| Type | Dropdown | -- (any), Feedback, Bug, Feature request |
Any |
| Status | Dropdown | Open (opened), Closed (closed) |
Open |
| Priority | Dropdown | -- (any), Trivial, Minor, Major, Critical, Blocker |
Any |
| Keywords | Text | Full-text search | — |
Note about sort: Created At and Updated At sorts happen on the GitLab side. Priority and Status sorts happen client-side after GitLab returns results — GitLab doesn't support sorting by a specific label value, so we do it ourselves.
Columns
| Column | What it shows |
|---|---|
| ID | The ticket's issue number (e.g. #42). Click to open the detail page. |
| Type | A badge showing the ticket type: Feedback, Bug, or Feature request. Tickets filed before ticket types existed show Uncategorized. |
| Priority | A badge (Trivial, Minor, Major, Critical, Blocker). Priority is just a GitLab label. |
| Status | A badge: New, Queued, On Deck, Assigned, Completed, In Progress, Reopened, Declined. |
| Subject | The ticket title. |
| Created | The creation date. Sortable. |
| Updated | The last-update date. Sortable. |
Creating a new ticket
Click + New Ticket or navigate to .../create.
Step 1 — Pick a ticket type
The form opens by asking "What type of ticket is this?" Choose one of three cards. Your choice tailors the rest of the form to what that kind of ticket needs:
| Type | Use it for |
|---|---|
| Feedback | A thought or suggestion. The lightest-weight option — no priority, no reproduction details. |
| Bug | Something is broken or not working the way it should. |
| Feature request | A request for new or improved behavior. |
Note. Picked the wrong one? The Bug and Feature request forms each have a one-click link to switch to the other — "Switch to a feature request." / "Switch to a bug report." — so you don't have to start over.
Step 2 — Fill in the fields for that type
Every type asks for a Subject and a Description. Bug and Feature request also ask for a Priority and a few structured questions; Feedback keeps it minimal.
Fields shown for every type:
| Field | Required? | Type | Validation | Notes |
|---|---|---|---|---|
| Subject | Yes | Text | Max 255 chars | Be specific — "Invoice line items missing description on email" beats "Invoices are broken". |
| Priority | Yes (Bug & Feature request) | Select | Trivial / Minor / Major / Critical / Blocker | Governs triage. Reserve Critical and Blocker for production outages. Not shown for Feedback — feedback is filed at the lowest priority automatically. |
| Description / Your feedback | Yes | Rich text | — | Markdown supported. |
| Page URL where this happened | No | Text | Max 2048 chars | Paste the address of the screen where you hit the problem so the team can jump straight to it. |
| Attachments | No | File upload | Up to 5 files, 20 MB each | Screenshots, videos (MP4, MOV), PDFs, and documents are all accepted. |
A Bug ticket adds:
| Field | Required? | Type | Notes |
|---|---|---|---|
| What did you expect to happen? | No | Rich text | |
| What actually happened? | Yes | Rich text | |
| Steps to reproduce | No | Rich text | Numbered steps from a fresh reload are ideal. |
| How often does this happen? | No | Select | First time / Intermittent / Every time. |
A Feature request ticket adds:
| Field | Required? | Type | Notes |
|---|---|---|---|
| What are you trying to accomplish? | Yes | Rich text | The goal behind the request. |
| How do you handle this today? | No | Rich text | Your current workaround, if any. |
| What impact would this have? | No | Rich text | Who it helps and how much. |
Try the documentation assistant first
On Bug and Feature request tickets, a Search the documentation first panel appears once you've described your issue. Click Ask the docs for help and the SecurityTrax documentation assistant reads your subject and description, then answers from the documentation right on the page — with links to the source pages it used.
If that answers your question, click Yes — close and you're done — no ticket is created. If it doesn't, keep filling out the form and submit as normal.
Tip. The more specific your Subject and Description, the better the assistant's answer — and it's usually faster than waiting for a reply.
Step-by-step
- Click + New Ticket in the top-right of the support tickets index.
- Choose a ticket type — Feedback, Bug, or Feature request.
- Type a Subject that's one specific sentence (not an essay, not "broken").
- For a Bug or Feature request, pick the Priority that matches the business impact — most tickets are Minor or Major.
- Write your Description (or Your feedback for a feedback ticket), and answer the type-specific questions:
- Bug: what you expected, what actually happened, steps to reproduce, and how often it happens.
- Feature request: what you're trying to accomplish, how you handle it today, and the impact.
- On a Bug or Feature request, try Ask the docs for help first — it may answer your question instantly.
- Optionally paste the Page URL where this happened and upload any screenshots, videos, or logs. Drag-and-drop or click to browse.
- Click Submit.
- SecurityTrax uploads the attachments, creates the ticket, adds a metadata footer (see below), and registers email addresses for notifications (yours, plus your company's support email if configured).
- You're redirected to the ticket's detail page.
Metadata footer
SecurityTrax automatically appends an audit footer to your description when creating the ticket, so the team has the context without asking:
- The ticket type (Feedback, Bug, or Feature request) and the structured answers you gave.
- Your name, email, and role.
- Your company name and ID, and the profile/tenant name.
- The browser and operating system you were using.
- The page URL you entered, if any.
That way the SecurityTrax team knows which company and user the ticket is from — and what you were doing — without asking.
The ticket detail page
Opening a ticket shows the full thread view.
Header
- Subject.
- Type, Status, and Priority badges.
- Created and Updated timestamps.
Thread
Below the header is the threaded conversation. Each comment shows:
- Author name.
- Timestamp.
- Body — rendered Markdown, so code blocks, lists, images, and links all render.
- Attachments if any.
Adding a comment
At the bottom of the thread:
| Field | Type | Validation | Notes |
|---|---|---|---|
| Comment Body | Rich text | Required | Same editor as the create form. |
| Attachments | File upload | Up to 5 files, 10 MB each | Screenshots and logs are welcome. |
Step-by-step: replying to a SecurityTrax question:
- Scroll to the bottom of the thread.
- Type your reply in the Comment Body box.
- Attach any files the SecurityTrax team asked for.
- Click Submit.
- SecurityTrax uploads any attachments, appends your name/email as a footer, and posts the comment.
- If the ticket was closed, submitting a comment automatically reopens it so the SecurityTrax team sees there's something new to look at.
Time logs
If billable time has been logged on the ticket, a section at the bottom lists each time entry with author and hours. These entries roll up to the monthly hours card on the index page.
Status values
The status enum drives both the badge color and the workflow:
| Status | Meaning |
|---|---|
| New | Just created, not yet triaged. |
| Queued | Approved for work, in the queue. |
| On Deck | Will be worked on soon. |
| Assigned | Assigned to a specific engineer. |
| In Progress | Actively being worked. |
| Completed | Finished, waiting confirmation. |
| Reopened | You or a new comment reopened a closed ticket. |
| Declined | SecurityTrax closed without implementing (e.g. duplicate, not a bug, won't-fix). |
Priority values
| Priority | Typical use |
|---|---|
| Trivial | Cosmetic, not blocking anything. |
| Minor | Annoying but workaroundable. |
| Major | Meaningful impact but not an outage. |
| Critical | Significant impact, many users affected. |
| Blocker | Production outage. Reserve for genuine emergencies. |
Priority may change after triage.
Non-obvious behaviors
- Auto-reopen on comment. Commenting on a closed ticket reopens it automatically. Don't comment on a closed ticket if you meant to file a new one — click + New Ticket instead.
- External participants. SecurityTrax automatically subscribes your email to ticket notifications. If your company's admin has set a separate support email, SecurityTrax adds that too so your whole support team is CC'd.
- File upload failures are non-fatal. If an attachment upload fails, SecurityTrax continues creating the ticket with the rest of the content. The failed upload is logged but doesn't block submission.
- GitLab IID, not internal ID. Ticket numbers on this page are GitLab issue IIDs — the repo-scoped issue number you'd see in a GitLab URL.
Related
- Home Dashboard — starting point for every user, not specifically support-related.