01
Identify the site
Use the site code assigned to your deployment so the request reaches the right customer and facility context.
Service operations, connected
Keep your automation moving.
Report an issue once, route it with the right site and operational context, and follow every update through resolution.
No account? You can still submit with your site code.
Slack + web
Create from /ticket or the support portal
Site-aware
Route every issue to its deployment context
One timeline
Keep status, updates, parts, and visits linked
A clearer support handoff
From first signal to documented resolution
Ripple gives customers and service teams a shared operating record without forcing every conversation into another spreadsheet.
02
Describe the impact
Tell us what stopped, when it started, and which equipment or process is affected. Add photos, logs, or video.
03
Track the response
Follow status, ownership, engineer updates, parts requests, and field-service activity from one ticket.
Faster, more useful triage
Give the engineer a strong starting point.
A concise report with operational context is more useful than a long message without asset or impact details.
Site code and affected area
Equipment or asset identifier
Operational and safety impact
When the behavior started
Error text, photos, video, or logs
Actions already attempted
Choose impact carefully
Severity should describe operations, not frustration.
P1 — Critical
Safety concern or production stopped
P2 — High
Major degradation or urgent operational risk
P3 — Normal
Limited impact with workarounds available
P4 — Low
Question, training, or planned improvement
More than a ticket inbox
One service record across the work.
The same support case can coordinate software investigation, hardware evidence, spare parts, and onsite service without losing the original customer context.
Structured triage
Severity and production-impact fields help the service team prioritize the right response.
Engineering collaboration
Customer-visible updates and internal technical notes keep every handoff connected.
Parts coordination
Link spare-part requests and fulfillment progress directly to the support case.
Ripple Assist
Internal AI-assisted troubleshooting helps engineers organize evidence and next checks.
Use your Slack Connect channel
Run /ticket in your site channel to create a structured request without leaving Slack. Contact your DropletAI Account Manager if your site channel is not connected yet.
Submit from the web—account optional
Use your deployment's site code to submit from the web. If you do not know it, ask your Account Manager or email support@dropletai.services.
Ready when you are