Getting support
The Support panel is where you read the product documentation, raise a ticket with our support team, and follow the tickets your workspace has already raised — without leaving the app. Open it with the help icon, the question mark in a circle, in the top bar. Everyone in your workspace can use it, not only admins.
Steps
Read the documentation
The Documentation link at the top of the panel opens the product documentation at thinkingstreams.com/docs in a new tab. It stays at the top in every view of the panel, so it's always one click away.
Raise a ticket
- Open the Support panel and click New ticket.
- Enter a Subject and describe what happened, and what you expected instead, in the Description.
- Choose a Category — Bug, Question, Billing or Feature request — and a Priority — Low, Normal, High or Urgent.
- Add screenshots or other files if they would help. You can attach up to five files of up to 10 MB each, as PNG, JPG, JPEG, GIF, WebP, PDF, TXT, CSV, LOG, JSON or ZIP. Other file types are refused.
- Click Create ticket. The ticket appears in the panel's list.
Follow a ticket
- Open the Support panel. Workspace tickets lists every ticket your workspace has raised, each with its status, who raised it, and when it last changed.
- Click a ticket to read the conversation so far — the original description, then each reply, with who wrote it and when.
- Use the back arrow to return to the list.
Who can see a ticket
Everyone in your workspace can see every ticket your workspace raises, including everything written inside it. A ticket isn't private to the person who raised it, so leave anything personal or confidential out of a ticket's text and its attachments. The new ticket form carries the same reminder. People in other workspaces can't see your tickets.
Replies arrive by email
The panel shows the conversation so far, but it has no box for replying. When our support team answers, you get an email at the address on your account. Reply to that email and your answer is added to the ticket.
The email goes to the person who raised the ticket. Their teammates can read the ticket in the panel, but only that person can reply, by email.
The panel doesn't refresh by itself, so close and reopen it to check for new replies.
What the statuses mean
Each ticket in the list carries one of three statuses:
| Status | Meaning |
|---|---|
| Open | With our support team |
| Waiting on you | We've asked you something — reply to the email so we can carry on |
| Solved | We believe this is resolved. If it isn't, reply to the email and we'll take another look |
FAQ
Q: My attachment was refused. A: A ticket takes up to five files, each up to 10 MB, of the types listed under "Raise a ticket" above. Make the file smaller, or describe what's in it in the ticket instead.
Q: I replied by email, but I can't see my answer in the panel. A: Close and reopen the panel — it doesn't refresh by itself. A reply can take a short while to show up.
Q: Can I edit, close or delete a ticket? A: Not from the panel. To add detail to a ticket, reply to the email we sent you about it.