5D Helpdesk — Quick User Guide

Submitting and tracking support tickets on the 5D website

1. Sign in & find your tickets

Sign in with your username on the 5D website login page.
After signing in, /my takes you to your ticket list at /my/tickets.
Internal staff working in Odoo: use the ticket icon (My Tickets) or pencil icon (new ticket) in the top toolbar.

Open My Tickets → click + Create Ticket.
Email and Company are pre-filled and read-only; Phone is editable.
Pick a Tag first — the Subtag list stays disabled until you do, then shows only matching subtags.
Choose Priority (Low / Medium / High / Urgent) — this is your requested priority.
Phone format: exactly 10 digits (e.g. 0791234567) or "+" plus 9–15 digits (e.g. +962791234567). Letters aren't allowed.

Your Sub tag decides both the support team that handles the ticket and its base (standard) priority.
Teams: Odoo, Hardware & Software, Testing, Projects.
If your requested priority is higher than the subtag's base level, an agent must approve it — until then the ticket keeps the standard priority.
Outcome appears as a message: "Ticket Priority Validated" (approved) or "Requested Priority Rejected" with a reason.

My Tickets lists every ticket — search, sort, and click through to a ticket's follow-up page for full history and status.
Own ticket? Click Edit Description to update the text — the change is logged automatically.
You're notified in the ticket thread for: assignment/reassignment, stage changes, priority approval/rejection, and description edits.
Overdue tickets escalate automatically to the assigned agent's manager (SLA breach or not reaching Done in time).

The general Contact Us form uses the same email and phone validation rules as ticket submission.
Subtag greyed out? Pick a Tag first. Phone field red? Check the 10-digit / "+" format above.

To do this...	Go here
See all my tickets	/my/tickets (or the ticket icon)
Create a new ticket	+ Create Ticket button, the pencil icon, or /helpdesk
Open a ticket's details	Click the ticket in My Tickets
Update my ticket text	Edit Description on the ticket page