Getting support

When to contact support

Contact support when a user cannot access the product, a project is blocked, billing or provider settings need help, evidence is unclear, or a workflow is not behaving as expected.

Create a ticket

A useful support ticket includes the project, what the user expected, what happened instead, the affected page or feature, relevant screenshots or files, and whether the issue blocks work.

Support assistant

The support assistant should help users describe the issue, find common answers, gather the right context, and route the ticket to the right support path.

Live handoff

A live handoff should happen when automated help is not enough. Sensitive account, billing, access, security, or enterprise configuration questions should have a clear route to a human owner.

Ticket status

Users should be able to tell whether a ticket is new, waiting for support, waiting for customer input, in progress, resolved, or reopened.

What to include

Include enough information for support to act without guessing.

• Project or organisation affected.
• User and role experiencing the issue.
• Steps that led to the problem.
• Screenshots, files, or error text where relevant.
• Urgency and business impact.

What can go wrong

Support slows down when tickets only say something is broken without context. Add the goal, expected result, actual result, and any evidence the product shows.

Read next

Read Troubleshooting once the issue-specific pages are created. Read Billing and usage for account-limit questions.