Support
If something does not work the way you expect, or you cannot find how to do something, you can open a ticket from Support, in the side menu. You write what is happening and the conversation carries on right there.
On this page
The essentials
- Open Support in the side menu and press Open a ticket.
- Sum the problem up in one line in Title.
- Choose the Ticket type: Bug, Question, Billing…
- In Explanation, say what you expected and what happened.
- Press Open ticket. We email you when we reply.
Opening a ticket
- Before you write: the manual and what's new, in case it is already answered.
- Title: the problem in one line.
- Ticket type: what it is about, so it reaches whoever can answer it.
- Explanation: what you expected and what happened.
- Open ticket, in the page header.
Before writing, if something fails, Troubleshooting goes through the causes symptom by symptom.
Press Open a ticket in the header of the list. A ticket has three fields: Title (up to 120 characters), which sums the problem up in one line; Ticket type, which says what it is about and you have to choose; and Explanation (up to 5000 characters), where you say what you expected and what happened. The more specific, the sooner it is solved: which channel, which offer, what appeared on screen.
When you open it, if your user has an email, you get a confirmation email titled “We have your ticket: …”.
You can only write text: files cannot be attached. If you need to show something, paste the link.
Do not paste passwords or tokens. If one slips through, say so in the ticket itself: support can withdraw the content of that message. Even so, change that credential: it has stayed stored until it is withdrawn and, if you put it in the title, it also went out in the subject of the confirmation email.
Fine print: what is saved with the ticket
When you open the ticket, where you were working is saved with it: the active organization, the active channel, your language, the organization's region and time, the version of the application and the browser. It is what support would otherwise have to ask you in the first reply, and this way it is not needed.
The ticket's type
When you open it you choose what it is about, out of seven:
- Bug: something does not work the way it should.
- Question: you do not know how to do something, or where to find it.
- Improvement: something works, but could be better.
- Feature request: you are missing something the application does not do.
- Billing: charges, subscription, credits or invoices.
- Complaint: you want to make a formal complaint.
- Other: it is none of the above.
If you choose the wrong one, support corrects it.
How many tickets you can have open
It depends on your plan: one on the Free plan, five on Solo, ten on Creador and twenty on Agencia. Every ticket that is not closed counts —a Resolved ticket still counts—, so only closing one makes room. In the ticket list, as soon as you have any, you can see how many you hold out of the ones you are allowed.
It is your plan that decides, your own organization's. If you collaborate in somebody else's organization, that organization's plan does not change your tickets.
If you reach the limit, the Open a ticket screen shows you your three oldest live tickets with a Close button on each, to make room right there, and tells you which plan would give you more. If you have more than three, a link takes you to the rest in Support.
A complaint and a billing problem can always be opened, even at the limit: one of each, and they take a place too. If you already have a complaint open, the next one waits like any other ticket.
The list and the statuses
The list goes from the ticket with the most recent activity to the oldest, twenty at a time. Each row carries the title, the type, the status and the date, and a dot with Unread when there is something new from support. Each ticket is in one of four statuses:
- Open: you have sent it and nobody has picked it up yet.
- In progress: support is on it.
- Resolved: support thinks it has been answered. It is still alive: if you write to it, it goes back to Open.
- Closed: finished. You can read it, but no longer write in it. To come back to the matter, open a new ticket.
In the list, an open or in-progress ticket that is waiting for something from you says so: Your turn. Resolved and closed ones carry their status; the ones waiting on support say nothing.
Inside the ticket
Each ticket carries a reference —of the style CG-000123— that you see at the top, next to the title, and that is also in the emails.
The messages go in order, marked as You or Support, with their date. Below, Your reply, also up to 5000 characters and with the count of what you have left under it, and the Reply button. When you open the ticket, whatever was unread becomes read.
When there is a reply
When support replies —or changes the ticket's status— two things happen: an email reaches you with the reply and a link to the ticket, and in the side menu, next to Support, the number of tickets with something unread appears.
It is titled “Reply to your ticket: …” and, like the confirmation one, goes out in your language. The email only goes one way: replying to that email does not reach support. To follow the conversation, go into the ticket. If your user has no email, the reply is in the ticket all the same.
Closing a ticket
You can close any ticket of yours that is still alive, from the ticket itself, with Close the ticket; it asks for confirmation. It is the only thing you decide about its status: marking something as resolved is up to support.
Closing is final. If you try to reply to a ticket that has just been closed, your text stays on screen so you can copy it.
Your tickets are yours
A ticket is seen by only the person who opened it. It is the only thing in the application that does not belong to the organization: neither the other collaborators nor the owner of the organization you work in can read it, and changing the active organization does not change your list.
Priority support
On the Creador and Agencia plans your tickets go in ahead: we get to them before the rest. You will see it marked in your ticket list and in every email about the ticket. It is not a response time, it is the order in which we look at the tickets.
Complaints
To make a formal complaint, open a ticket of type Complaint; it can be opened even if you are at the ticket limit, as long as you do not already have another one that is not closed. We reply as soon as possible and, at most, within one month.
The ticket's reference
The ticket's reference is for naming the ticket from outside the application: if you write by email or call by phone, it is what lets the conversation be found without having to tell it again.
Complaining without the application
You can also complain by email, by phone or by letter: the contact details are in the terms of contract. We email you a receipt with the reference of your complaint.
- If you write from your account's email, the complaint goes into your list of tickets, as if you had opened it here.
- If you have no account, or you write from another address, the conversation continues by email: to reply, write to the address that email gives, with its reference.
- If you complain by phone, give us an email address to send the receipt to.
Fine print: the key and the receipt
In a complaint, the ticket's reference is the identifying key the law requires, and the confirmation email is the written receipt.
A complaint that arrives by email, by phone or by letter is recorded by support with the date and time it arrived, and its receipt says the key, the route it came by and when. The month to reply is counted from when it arrived.
