Customer Support & Help Desk
Digital Bahi includes a built-in Support Center that lets you communicate directly with our platform support specialists whenever you need assistance with your Mandi accounts, daily business transactions, inventory, or GST reporting.
What is this?
The Customer Support system is a secure, direct messaging channel between your business and Digital Bahi platform administration. Instead of losing track of issues over emails or phone calls, all your questions and requests are organized into trackable support tickets with unique reference numbers.
When should I use it?
You can open a support ticket for any of the following:
- Application Errors: Unexpected error messages or unexpected behaviour in the portal.
- Accounting & Reconciliations: Questions regarding ledger balances, voucher contra reversals, or trial balance discrepancies.
- Daily Business Entries: Guidance on recording arrivals, auction sales, weighment (tulai), hamali, or direct purchases.
- Inventory & Stock: Clarifications on opening stock, stock lots, or physical stock adjustments.
- GST & Returns: Assistance with GSTR-2B reconciliation JSON imports or tax liability calculations.
- Business Profile & Setup: Assistance in configuring bank accounts, charges, or commodities in the Setup Center.
- Subscription & Billing: Queries about active subscription plans, renewal invoices, or payment transactions.
How to Access Help & Support
You can reach the Support Center from anywhere in the Tenant Portal:
- Top Navigation Bar: Click the Help (question mark icon) in the top-right toolbar.
- User Profile Dropdown: Click your user profile initials or name in the top-right corner, and select Help & Support under the Support section.
- Left Navigation Menu: Click Help & Support in the main sidebar navigation.
How to Create a Support Request
Step 1: Open New Ticket Form
From the Support Tickets list, click the + New Support Ticket button in the upper-right corner.
Step 2: Fill in Ticket Details
- Subject: Enter a brief summary of the question or issue (e.g., "Assistance with GSTR-2B JSON reconciliation format").
- Category: Select the business area that best describes your request:
- General Inquiry
- Billing & Subscription
- Technical Issue / Bug
- Accounting & Ledgers
- Inventory & Stock
- GST & Taxation
- Priority: Indicate the urgency of the matter:
- Low: Minor question or non-blocking inquiry.
- Medium: Standard inquiry or question regarding everyday entries.
- High: Operational question impacting business operations.
- Urgent: Critical blocking issue preventing sales, purchases, or billing.
- Detailed Message: Describe your question or the problem you are experiencing. Include relevant details such as voucher numbers, party names, commodity names, or specific error messages.
Step 3: Submit Ticket
Click Submit Ticket.
Your ticket is created immediately, and the system assigns a unique reference number formatted as SUP-YYYYMMDD-XXXX (e.g., SUP-20261021-0001).
Tracking and Replying to Tickets
Viewing Conversation History
Click on any ticket in your ticket list to open the conversation view. Here you will see:
- The full message history with timestamps.
- Clear indicators distinguishing your business messages from Digital Bahi support replies.
- The ticket reference number, category, priority, and current status.
Sending a Reply
Type your follow-up message in the message box at the bottom of the conversation thread and click Send.
[!NOTE] Digital Bahi prevents accidental duplicate messages when clicking Send multiple times.
Real-Time Messaging & Live Updates
Support conversations in Digital Bahi are fully interactive and update in real time:
- Instant Message Delivery: New messages from support specialists appear immediately in your conversation thread without requiring manual browser refresh.
- Live Status & Assignment Changes: If a specialist updates your ticket's status (for example, moving it from Open to In Progress) or reassigns it, the status badge reflects the change instantly.
- Automatic Reconnection: If your internet connection drops or fluctuates, Digital Bahi's real-time engine automatically reconnects and re-synchronizes the message thread so no replies are lost.
In-App Notifications & Notification Bell
Stay informed on all support updates while working anywhere in the portal:
- Notification Bell Alerts: Whenever a support specialist replies to your ticket or creates a new conversation, a live notification alert appears in the Notification Bell at the top right of the screen.
- Unread Badges: The bell icon displays a red badge indicating unread notifications.
- Direct Navigation: Clicking any support notification in the dropdown takes you straight to the corresponding ticket and marks the notification as read.
- Strict Data Partitioning: Internal notes between support specialists are confidential and strictly partitioned—only customer-facing replies are delivered to your portal.
Understanding Ticket Statuses
Your ticket moves through defined lifecycle stages:
| Status | Meaning |
|---|---|
| Open | Your ticket has been submitted and is in the queue for a support specialist. |
| In Progress | A support specialist is actively investigating or working on your ticket. |
| Waiting for Customer | The support team has replied and is waiting for additional information or confirmation from you. |
| Resolved | The question has been answered or the issue resolved. |
| Closed | The ticket is formally archived. |
Resolving or Reopening a Ticket
- Marking as Resolved: If your question has been answered and you do not require further assistance, you can click Mark as Resolved directly on the ticket.
- Reopening a Ticket: If you still require clarification on an issue that was marked resolved, you can click Reopen Ticket or simply send a new reply to automatically bring it back to active attention.
Best Practices for Fast Resolution
- Include Reference Identifiers: Mention voucher numbers (e.g.,
PUR-2026-0042,SAL-2026-0015), ledger names, or farmer/party names in your initial message. - One Issue per Ticket: Open separate tickets for unrelated issues so that our specialists can track and resolve each one efficiently.
- Check the FAQ First: For immediate answers to common questions about Mandi accounting, stock lot tracking, and reversals, consult the FAQ & Troubleshooting.