Support tickets

When something goes wrong in the panel, or there is a problem with a payment or your plan, write to us with a support ticket. The ticket stays in the panel: the conversation, screenshots and status are in one place.

Who can open one

• The team owner, managers and staff open tickets. Other members do not see Support in the menu; when they have a problem they tell a team manager.
• Only the owner and managers can choose Payment and billing or Plan and subscription.
• The owner and managers see all of the team's tickets; staff see the ones they opened.

Opening a ticket

In the left menu, Management → Support → New ticket.

1. Choose the Type: Site problem, Bug, Payment and billing, Plan and subscription, Account, Feature request or Other.
2. For payment or plan, you can pick the related payment from the list; the plan and its end date are shown in the box.
3. Write a Subject and Description: what happened, what you expected, which series or chapter. As you type the subject, related help articles appear below it under These might help; they open in a new tab so your form is kept. If you cannot find the answer there, carry on with the form.
4. Urgency: Normal or Urgent (when your work has stopped).
5. Attach files if you like: screenshots (PNG, JPG, WEBP, GIF), PDF or a text file; up to 5 files, 5 MB each.
6. Send ticket.

The page you came from and your browser details are added automatically; you do not need to write technical details. If you come from the "Contact us" link on help pages, you are sent to the same form.

Statuses

• Open: our turn; we will reply as soon as possible.
• Answered: we replied, your turn. Without a reply the ticket is marked solved after 14 days.
• Solved: the problem is fixed. If you write within 7 days the ticket reopens; after that it closes.
• Closed: the ticket is closed. If the problem continues, open a New ticket; the old ticket number is added to the description automatically.

If your problem is solved you can close it yourself with My problem is solved on the ticket page.

Replies and notifications

When we reply you get a bell notification and an email, and a marker appears next to Support in the menu. Do not reply to the email; write your answer in the box on the ticket page, where you can also attach files. The email follows the Account & Billing preference (see Notifications).

Rating

When the ticket is solved, a How was our support? box appears: 1–5 stars and an optional short note.

If you cannot log in

If you cannot get into the panel or you are not a team manager, use the public Contact us page; we reply by email.