How to Submit a New Ticket

How to Submit a New Ticket

1. Visit our Support Website



2. Sign in to your account

Return to the Support Center and:

  1. Click "Sign In."
  2. Enter your email
  3. Click "Next."
  4. Enter your password
  5. Click "Sign In."


3. Open a new ticket

  1. On the Home tab, Click "Tickets." 







  1. Click "Add Ticket."





4. Complete the ticket form

When you click "Submit a Ticket," you will see a detailed form. Each field is designed to help the support team diagnose and resolve your issue efficiently.





      4.1. Secondary Contacts (CCs)
  1. Add additional people (emails) who should receive updates about this ticket.

      4.2. Do you have an active support contract with us?
  1. Select "Yes" or "No" depending on your service agreement. This helps the support team determine response level and priority handling.

      4.3. Subject (required)
  1. Give a brief title for your ticket

      4.4. When did the issue first occur?
  1. Enter the date/time when the problem started. This helps identify patterns or recent changes that may have caused the issue.

      4.5. What is the frequency of the issue?
  1. Please choose from the following options.
    1. Happens constantly
    2. Happens often
    3. Happens Intermittently
    4. Happened one time
    5. Not sure
    6. Not applicable

      4.6. Which systems are affected? (required)
  1. Select the system involved.
    1. Audio System
    2. Video System
    3. Projection system
    4. Show Control system
    5. Lighting Control system
    6. Media Server
    7. Network System
    8. Other
    9. Not Applicable
    10. Select ALL      

      4.7. What is the system status? (required)
  1. Indicate the current status of the system.
    1. System is operational but experiencing issues
    2. System is partially operational
    3. System is non-operational
    4. Not sure
    5. Not applicable

      4.8. Did anything change before the issue started? (required)
  1. Describe any recent changes (updates, maintenance, power outage, etc.). 

      4.9 Have you attempted any troubleshooting? (required)
  1. Select or describe actions already taken.
    1. Select All
    2. Restarted Equipment
    3. Checked cables and connections
    4. Checked power to the equipment
    5. Checked network connection or cables
    6. No troubleshooting attempted
    7. Not sure

      4.10. Are there any error messages or LED indicators? (required)
  1. Describe any visible errors, warnings, or LED statuses. These are key diagnostic indicators.

      4.11. Is this issue affecting guests or operations? (required)
  1. Indicate the level of impact.
    1. Select All
    2. Guests are affected
    3. Operations are affected
    4. No immediate impact
    5. Not sure
    6. Not applicable

      4.12. Description (required)
  1. Please give a detailed explanation of the issue, including all relevant information. 

      4.13. Where is the affected system located? (required)
  1. Specify the physical location of the issue (area, room, scene, etc.).

      4.14. Priority (required)
  1. Select from the options below.
    1. Minor / Routine - Low-impact issue that does not affect normal operation.
    2. Moderate - Partial function impacted, but the attraction remains operational.
    3. Major - Significant system degradation affecting the guest experience.
    4. Critical - Full attraction or zone shutdown or a major issue significantly impacting guests.

      4.16. Attach a file
  1. Upload screenshots, photos, logs, or documents (up to 40 MB).

5. Submit the ticket

Once you have completed the form:
  1. Click "Submit."
  2. You will receive a confirmation and a ticket number.



6. Track your ticket

On the "My Area" tab, you can track all of your tickets at any stage or status. You can also modify existing tickets.







7. Reply to Tickets
  1. Go to the "My Area" tab, select your ticket, write your message in the box, and click send.



7. Ticket Closure

Once your issue has been resolved, the support team will update your ticket and mark it as Closed.

You will receive an email notification confirming that your request has been completed.

  • In the Support Portal, the ticket status changes to "Closed."
  • Review the solution provided to ensure the issue has been fully resolved.
  • If everything is correct, no further action is needed.
  • If the issue persists or you need additional assistance, you can reply to the ticket to re-open the issue or open a new ticket.






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