Support
An enterprise support ticket portal with SLA tracking, threaded conversation, status management, and satisfaction rating — operated inside the product.
At a glance
| Route | /support |
| Group | Help & Updates |
| Page permission | support |
What it is
An enterprise support ticket portal with SLA tracking, threaded conversation, status management, and satisfaction rating — operated inside the product rather than through a separate helpdesk.
Who it is for
Every user needing assistance, and the account administrators tracking open issues.
How it works
Tickets are first-class objects with threaded messages, status lifecycle, and satisfaction capture.
One record, not two systems kept in sync
Your ticket and the support team's response are the same record — not a customer-facing copy synchronised with an internal one. Nothing gets lost in translation between systems.
SLA tracking is tied to the support level your subscription plan carries.
Features
- Ticket creation and threaded conversation
- Status management, individually and in bulk
- SLA tracking by plan-level support entitlement
- Satisfaction rating on resolution
- Support overview summarising open and recent tickets
- Secure, workspace-scoped conversations
- Direct escalation from Errors
How to use it
Check the Errors module first
If the issue is a known application error, its status may already be visible without raising a ticket at all.
Create a ticket with the useful details
Include the workspace, the module, and what you expected versus what you observed. Those three things resolve most tickets a round trip faster.
Track the conversation in-thread
Rather than moving to email, so the record stays complete.
Rate satisfaction on resolution
It drives the support quality metrics that are actually acted on.
Why it matters
In-product support means the support team already has your workspace context — plan, connections, recent errors — without you having to describe your environment.
That removes the slowest part of most support interactions. And keeping the ticket inside the product means it carries the evidence with it.
Connects to
- Escalation path from Errors
- SLA level set by Membership
Help & Updates
Assistance and transparency — a support ticket portal, and a customer-visible history of application errors affecting your workspace.
Errors
A customer-visible history of application errors affecting your workspace, with diagnostics, operator status, and one-click escalation to a support ticket.