Help center support eXpress

We have collected answers to all the most popular questions to make it easy and convenient for you to use eXpress. If you do not find the answer to your question, please contact our support team.

Jira Support Portal

Jira Support Portal

Jira Portal: General Info

CTS
ETS

Each organization that contacts eXpress support has a separate request registry on the Jira portal.


Section Description
Free eXpress Customer Support . In this section, you can create requests and track existing tickets. Customer support requests do not have SLA. Deadlines and solutions depend on developers and may change. Support informs whether the task is taken into the sprint, planned for implementation, or rejected.
Paid eXpress Technical Support Here, you can track requests under the maintenance agreement. Terms and SLA should be clarified with your eXpress account or product manager.
More details about the terms of support provided by eXpress — in this section.

Who Is the eXpress Support Portal For?

The portal is not publicly available (access is by invitation only) and is intended for corporate eXpress customers: support staff or administrators of
CTS
,
ETS
,
eCTS
. Access is not provided to public or regular corporate users.

Using the Support Portal

    Registration on the Portal

    How Do I Access the Jira Portal?

    To access the registry, contact eXpress support in the internal chat within the app, or contact your eXpress account or product manager, and submit your corporate email for registration.


    Don't have access to the chat and don't know who your account manager is? Share your contact information with eXpress support — we'll pass it to your account manager, who will then contact you and add you to a chat or invite you to the Jira portal directly.

    An invitation will be sent to the specified email. Follow the link in the email, register, and set a password.


    If the invitation email does not arrive, check your spam folder or try using a different email address.

    How to Login to the Support Portal?

    Go to the customer support section or technical support section.


    If you forgot your password, recover it via the form or contact eXpress support to send a new invitation.

    Automatic Ticket Creation on the Portal from the eXpress Chat

    In eXpress support chats, a special Jira Monitoring Bot operates. It automatically creates tickets on the Jira portal based on chat messages and synchronizes comments in issue discussions with tickets on the Jira portal. The description of the Jira Monitoring Bot is available here (in Russian):


    Working With Requests

    All your organization’s requests (tickets) are available in the Requests > All Requests section. You can:

    • leave a comment (Comment on this request);
    • close the request (Resolve) if the issue is resolved;
    • cancel (Cancel) if the issue or task is no longer relevant (it is recommended to comment and wait for support’s response).

    To create a technical support request, select the request type and fill out the form.

    Request Statuses

    Status Description
    Waiting for Support A request is awaiting acceptance for work.
    Waiting for Customer Additional information is required (see the latest comment).
    In Progress A request is in progress.
    Escalated A request is forwarded to development.
    Analyse Information is being analyzed.
    Backlog A task added to the development queue.
    In Development Development is in progress.
    On Hold Paused (no response from the requester or at their request).
    Release Waiting A fix or feature awaits release.
    Resolved An issue or task is resolved.
    Canceled An issue cannot be reproduced or the task will not be implemented.
    Closed A request is closed (commenting is unavailable).

    Request Priorities

    Priority Description
    High/Highest A critical issue, blocks work, requires urgent resolution.
    Medium An issue occurs frequently but does not block work (or has a temporary workaround).
    Low/Lowest A minor task or rarely occurring issue.