Your assigned support partner may assist you with onboarding, product usage, and support. They may earn commission for helping you get started and supporting your account.
Opening a Support Ticket
Use the New Request button in your support portal whenever you have a question, run into a problem, or need guidance. Fill in as much detail as you can — a clear description helps your agent or the support team respond faster.Go to your support portal
Log in to your account and navigate to the Support section of your dashboard. You’ll see your open tickets and a New Request button at the top of the page.
Click 'New Request'
Select New Request to open the ticket form. This is available to you at any time, regardless of whether you have an assigned agent.
Fill in the subject and category
Give your ticket a short, clear subject line — for example, “Can’t log in to my account” or “Question about billing cycle.” Then choose the category that best fits your issue.
Describe your issue
In the details field, explain what’s happening. Include any steps you’ve already tried, error messages you’ve seen, and when the issue started. The more context you provide, the quicker your support partner can help.
Attach screenshots or files (optional)
If your issue involves something visual — like an error screen or an unexpected layout — use the Attach files option to upload screenshots or other relevant files. This often speeds up resolution significantly.
Ticket Categories
When opening a ticket, you’ll be asked to choose the category that best describes your issue. Picking the right one helps route your request to the right person quickly.Onboarding
Help getting set up with the product for the first time, including account configuration and initial walkthrough.
Product Usage
Questions about how specific features work or how to get the most out of the product.
Billing
Questions about your subscription, charges, or invoices. Billing disputes are handled directly by the company team.
Login Issue
Trouble signing in, resetting a password, or accessing your account. Security-related issues are always handled by the company.
Account Setup
Help configuring your account settings, team members, or preferences after initial sign-up.
Feature Question
Curious about a specific feature, how to enable it, or whether it fits your use case.
Bug Report
Something in the product isn’t working as expected. Complex technical bugs are escalated to the company’s engineering team.
Subscription Issue
Problems with upgrading, downgrading, cancelling, or renewing your subscription plan.
Technical Escalation
Advanced technical issues that need direct attention from the product company’s support team.
Other
Anything that doesn’t fit neatly into another category. Describe your issue in the details field and the right person will be assigned.
Tracking Your Ticket
After you submit a request, you can follow its progress directly from the Support tab on your dashboard. Each ticket shows a current status so you always know where things stand.| Status | What it means |
|---|---|
| Open | Your ticket has been submitted and is waiting to be picked up. |
| Waiting for agent | The ball is in your agent’s or the support team’s court. They’re working on a response. |
| Waiting for customer | Your agent has responded and needs more information or a reply from you. |
| Escalated | Your ticket has been passed to the product company’s team for direct handling. |
| Resolved | The issue has been addressed. You can reopen the ticket if the problem comes back. |
| Closed | The ticket has been closed. If your issue returns, you can open a new request or reopen this one. |
| Reopened | A previously resolved or closed ticket has been reopened, usually because the issue returned. It will be picked up and worked again. |
Replying to Your Agent
When your agent replies to a ticket, you’ll receive a notification. To continue the conversation:- Open the ticket from your dashboard.
- Read the agent’s message in the thread.
- Type your reply in the response field at the bottom.
- Click Send to continue the conversation.
Closing a Ticket
Once your issue is resolved, your agent may mark the ticket as Resolved. You can also close it yourself if you’re satisfied with the outcome:- Open the ticket from your dashboard.
- Click Close ticket or confirm the resolution when prompted.
- You’ll have the option to rate your support experience before closing.