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. Open the account menu → Support in the topbar. It's available to every company user, whatever their role.
  2. The page shows two cards: Submit a Ticket to create a new request, and Documentation to open the docs site.
Restricted team members can open this page for Documentation and Ask Milo, but the ticket side is hidden for them — no Submit-a-Ticket card, no new-ticket form, and no ticket list. An admin or full user on your company handles tickets with the support team. See Restricted team members.

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.

Ask Milo

The Support page also has a round Ask Milo button in the bottom-right corner (and a matching Ask Milo card at the top of the page). It's a quick way to get an answer without filing a ticket — Milo answers using FrameCourier's own documentation, the same content you're reading now. For a longer answer, click the expand icon in the panel's header to maximize it to full screen; click it again to shrink it back down.

The conversation isn't saved — it resets when you leave or reload the page. If Milo can't answer your question, submitting a ticket is still the way to reach the support team.

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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