Support Tickets

Raise a support ticket when you need help with your subscription, billing, or using the platform. Search the knowledge base first, then create a ticket if you still need help.

Billing access required

Only users with billing access (usually the billing contact) can create and manage support tickets.

Open support tickets

You can open tickets from the Support page.

From Settings

1. Click Settings in the footer menu.
2. On the settings hub, click Support.
3. Search the knowledge base first.
4. If you still need help, click View your tickets or Create a ticket.

An example of opening Settings and choosing Support from the hub.

From the dashboard

1. Open the Dashboard.
2. Click Support in the header.
3. Use the knowledge base, then open tickets from Contact support.

The badge shows how many tickets are Awaiting your reply. See Dashboard and Onboarding.

Create a ticket

1. Go to Settings > Support.
2. Search the knowledge base for your question.
3. Click Create a ticket.
4. Enter a Subject that summarises your question.
5. In How can we help?, describe the issue and what you were trying to do.
6. Optionally add Screenshots — images are resized automatically.
7. Click Create.

An example of the create support ticket form.

Include context

The more detail you add (which page you were on, what you expected, and any error messages), the faster we can help. Screenshots are especially useful.

After you create a ticket, you are taken to the ticket page where you can follow the conversation.

View your tickets

1. Go to Settings > Support.
2. Click View your tickets.
3. Use the tabs to filter the list:

An example of the support tickets list showing open tickets.

Tab	Shows
Open	Active tickets (default tab)
All tickets	Every ticket for your team
Awaiting reply	Tickets where support has replied and is waiting for you
Resolved	Closed and resolved tickets

Each ticket shows its status:

Status	Meaning
Open	Your ticket is with support
Awaiting your reply	Support has replied — open the ticket to read and respond
Resolved	Support marked the issue as resolved
Closed	The ticket was closed

Click a ticket row to open the full conversation.

Reply to a ticket

1. Open the ticket from Settings > Support > View your tickets.
2. Read the conversation.
3. Type your reply at the bottom.
4. Press Enter to send, or Shift+Enter for a new line.
5. Optionally show the screenshot upload to attach images to your reply.

An example of a support ticket conversation with the reply box at the bottom.

Your reply is added to the conversation and support is notified.

Close or reopen a ticket

Close a ticket

When you no longer need help:

1. Open the ticket.
2. Click Close.
3. Confirm in the dialog.

The ticket moves to Closed and you cannot add further replies until you reopen it.

Reopen a ticket

If you need more help on a closed or resolved ticket:

1. Open the ticket.
2. Click Reopen.
3. Confirm in the dialog.

The ticket becomes Open again and you can reply.

When support replies

When support replies to your ticket:

• You receive an email notification.
• An in-app notification appears with a link to the ticket.
• The ticket status changes to Awaiting your reply.
• A badge may appear on Support in the dashboard header and on Settings until you have caught up.

Open the ticket from the notification or from Settings > Support to read the reply and respond.

Related guides

• Support — search the knowledge base first
• Changing Billing Contact — who can manage billing and support tickets
• Subscription Plans — manage your subscription
• Dashboard and Onboarding — dashboard header actions including Support
• Updating Options — team billing section and subscription links