Raising a ticket, tracking it, and what to include.
Support in the account menu, or the link in the footer of every page in the app. Give it a subject, pick a category, describe the problem, and send.
A ticket arrives attached to your account and your organisation, which is why it beats email: we can see which models you have, which plan you are on and which conversions have run, without a round trip asking.
The things that most often turn two exchanges into one:
.rfa, say so — reproducing it against the real file is much the fastest route.| Status | Meaning |
|---|---|
| Open | Received, not yet picked up. |
| In progress | Somebody is working on it. |
| Waiting on you | We have asked a question and cannot go further until you answer. This is the one worth watching — a ticket can sit here indefinitely. |
| Resolved | We think it is fixed. Reply if it is not and the ticket reopens; nothing is closed off behind you. |
| Closed | Finished, or withdrawn. Still readable. |
Every ticket you or a colleague has raised is listed on the support page, with the whole conversation. Tickets belong to the organisation, not to the person who raised them, so a colleague can pick up a thread when you are away — and nobody in another organisation can see any of it.
Replying to a resolved ticket reopens it. If the problem is genuinely different, raise a new one instead: one ticket per problem keeps both readable.
For anything affecting a live product page — an embed that has stopped loading for your customers — say so in the subject. We answer during UK working hours, and tickets raised overnight are picked up the next morning.
For a security issue, please email us rather than opening a ticket. The address is on the contact page, and the terms set out how we handle reports.