Raising a support request

A Get support launcher sits at the bottom right of every screen. It opens straight into a request form, so you do not lose your place.

#Raising one

1. 1

   Click Get support, or go to the Support screen.

2. 2

   Write a subject and description.

   What you expected, what happened instead.

3. 3

   Pick a category.

   Question, Billing, Feature request or Other, it routes to the right person.

4. 4

   Check the page field.

   Pre-filled with the screen you were on, so you do not have to explain where.

5. 5

   Attach screenshots.

   Up to 6, images only, 8 MB each. Drag and drop, with previews before you send.

6. 6

   Submit. A spinner runs until the upload finishes, so you know a large screenshot is still on its way.

#Tracking it

The Support screen lists everything you have raised, with subject, category, status, when it was created and last updated, and how many screenshots are attached.

#It is a conversation

You and the support desk can both add messages, and the whole history is kept, a reply never overwrites the previous one. You can attach files to a reply, documents as well as images. Replying to something already resolved reopens it automatically, so you never need a duplicate.

When the desk responds you get an in-app notification that opens the request directly, and the reply also reaches you by email.

#What to include