Getting help
Open a ticket. An assistant answers immediately, and a person follows up.
Support works by tickets rather than live chat, so nothing is lost and you can come back to a conversation whenever you like.
What happens when you open one
- You describe the problem.
- An assistant replies straight away, and often that is the whole answer. It is labelled Assistant in the thread.
- A person replies within one hour when the assistant could not resolve it, or when you ask for one.
The two are separate. The instant reply is the assistant; the one hour commitment is for a human answer.
Ask for a person any time
Just say so in the ticket. It is passed to a human without you having to argue with anything.
Writing a ticket that gets a useful first reply
- What you expected, and what happened instead.
- Which automation, conversation or page it concerns.
- Roughly when it happened.
- Any message you were shown, copied exactly.
Follow up on the ticket you already have
If you have just opened a ticket, add anything else as a reply to it rather than opening another. That is where the answer will come, and it keeps everything in one thread.