Step 1: Open the support centre
Click Support in the Help group of the sidebar. The page has two main sections: the AI Assistant tab and the My Tickets tab, plus a New Ticket button in the top-right corner.
Step 2: Try the AI assistant first
The AI Assistant tab opens by default. Type your question and press Enter — answers stream in real time. Use the suggested prompts on the empty screen if you are not sure where to start.
If the AI resolves your issue, you are done. If not, a link appears below the conversation once you have sent a message:
Clicking this link switches to the ticket form with your entire conversation pre-attached so our team has full context.
Step 3: Open a ticket
Click New Ticket (top-right) or use the escalation link from the chat. Fill in:
- Subject — a short summary (max 200 characters)
- Category — General, Billing, Technical, Account, or Feature request
- Description — as much detail as possible
Hit Submit ticket. You will see a confirmation and the ticket appears immediately in the My Tickets tab.
Step 4: Track replies and respond
Open the My Tickets tab to see all your tickets with their current status. Click any ticket to expand the thread. You will also receive an in-app notification when support replies.
Status badges tell you where things stand:
- Open — submitted, awaiting first reply
- In progress — support has replied and is working on it
- Resolved — marked resolved by support
You can add follow-up messages from the expanded thread as long as the ticket is open or in progress.