Support tickets

Goal: submit and manage support requests directly from your admin dashboard, with file attachments and a conversation thread.

Opening the support page

  1. Click Support in the admin sidebar. It appears for all company users (admin and user roles).
  2. The page shows two cards: Submit a Ticket to create a new request, and Documentation to open the docs site.

Submitting a ticket

  1. Click Submit a Ticket (or go to Support → new=1).
  2. Enter a Subject — a short summary of your issue or question.
  3. Write your Message — include as much detail as possible (what you expected, what happened, steps to reproduce, etc.).
  4. Optionally attach files using the Attachments file picker (screenshots, logs, etc.).
  5. Click Submit Ticket.

The ticket is created and the support team is notified by email. You're taken to the ticket's conversation view.

Viewing your tickets

The support page lists all your tickets, separated into Open and Closed sections. Each row shows:

  • The ticket subject (clickable to open the conversation).
  • The status (open or closed).
  • A message count badge.
  • The age of the most recent message (e.g. "2h", "3d").

Replying to a ticket

  1. Click a ticket from the list to open its conversation view.
  2. The conversation thread shows all messages in chronological order, with the sender's name, role (company or support), and timestamp.
  3. Type your reply in the message box at the bottom.
  4. Optionally attach files to your reply.
  5. Click Reply.
Replies are only available on open tickets. If a ticket is closed, you'll see a "Ticket is closed" message instead of the reply form.

Closing and reopening tickets

  • Close — from an open ticket's conversation view, click Close Ticket to mark it as resolved. This removes the reply form.
  • Reopen — from a closed ticket, click Reopen to continue the conversation. This re-enables the reply form.

Attachments

Both ticket creation and replies support file attachments. Attachments are displayed inline in the conversation with an icon, filename, and file size. Click an attachment to download it.

Attachments are only visible to your company and the support team. Other companies cannot see your files.

Notifications

When the support team replies to your ticket, you receive an in-app notification (bell icon) and an email notification. Similarly, when you reply, the support team is notified.

For client-facing contact, see the Contact Us page setup in Company Settings. Clients use a simple email-based contact form — they don't have access to the ticket system.

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