The Support page is designed to help users get answers to their questions, report issues, or share feedback. Users who are non-administrators can search for answers in the guides or create a support ticket on this page.
To let users use the Support page, make sure to complete the prerequisites.
Search guides
If there are guides created in the location and users are eligible to see them according to the guides' "Visibility" settings, users can see the "Guides" section at the top of the Support page.
This section displays the preview of the 4 most popular guides and includes a "Search guides" field where users can find an answer by typing keywords related to their question.
This allows users to quickly resolve their questions without needing to contact support managers or administrators.
Create support ticket
The "Tickets" section on the Support page includes the Create ticket button and a list of previously created support tickets by or for this user.
After the ticket is set to "Closed" status, it remains visible on the Support page for 30 days before getting archived if there are no updates.
If users cannot find an answer to their question in guides or they want to report a problem or provide feedback, they can create a support ticket.
To create a ticket, users tap
Create ticketbutton and fill in the ticket details:Type — indicates what the requester's question or issue is related to.
User — visible only to administrators and allows to select the user for whom they want to submit a ticket.
Description — any valuable details to describe the question or issue.
Press "Submit".
After creating the support ticket, users can attach photos or videos in the ticket comments if needed.
Administrators or selected support managers receive a notification about a new ticket and manage it. Users get notifications about the comments or updates to their ticket.