Support

The Support page is designed to help users get answers to their questions, report issues, or share feedback. Users can search for answers in the guides or create a support ticket on this page, once an administrator has enabled Support for the location.

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Search guides

If there are guides created in the location and users are eligible to see them according to the guides’ Visibility settings, users can see the Guides section at the top of the Support page. This section displays the preview of the 4 most popular guides and includes a Search guides field where users can find an answer by typing keywords related to their question. This allows users to quickly resolve their questions without needing to contact administrators.

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Create support ticket

The Tickets section on the Support page includes the Create ticket button and a list of previously created support tickets by or for this user. If users cannot find an answer to their question in the guides or they want to report a problem or provide feedback, they can create a support ticket. To create a ticket, users tap the Create ticket button and fill in the ticket details:

1. First name, Last name, and Phone number — asked only if the user’s profile is missing their first name or a required profile field.
2. Description — any valuable details to describe the question or issue. The ticket type is detected from the description automatically.
3. Requester — shown only to users who belong to a company. Choose the company’s name so everyone at the company can see the ticket and reply to it, or keep their own name to keep the ticket between the user and the administrators.
4. Press Submit.
5. After creating the support ticket, users can attach photos, videos, or files in the ticket comments if needed.

Administrators receive a notification about a new ticket and manage it. Users get notifications about the comments or updates to their ticket.

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Company tickets

A ticket requested as a company appears in the Tickets section of everyone at that company, with the company as its requester. The ticket’s activity shows who created it. Everyone at the company can open the ticket, read the conversation, and add comments, so colleagues don’t create the same ticket twice. Everyone at the company gets notifications about the ticket, except for their own comments. When a user leaves the company, the company’s tickets disappear from their list.