Support & tickets
Help comes in two layers. Every plan includes Community support — this User Guide, the community forum and the Knowledge Hub — reachable from the Support page and the public help site. Plans that include support tickets add a tracked case with our team, with guaranteed response times.
If your plan includes tickets, open the Support page and choose Open a case. As you type a subject and description, we suggest User-Guide articles that may answer it faster. A case captures:
- Subject & description — what's happening, and what you expected instead.
- Category — upload & parsing, rules & formulas, field types & validation, import & export, account & billing, or something else.
- Attachments — drop in a workbook, screenshot or log, so we see exactly what you see.
- Priority — flag a case as high priority (on plans that include priority support).
- SLA report — on plans that include an SLA, see how support performed against it (met and breached response and resolution, medians, satisfaction) for any period, and print it to PDF. Find it on the Support page's SLA report tab.
Once open, the case has its own thread: reply any time, and you get an email when our team responds (we're notified when you do). If your plan includes an SLA, it sets a first-response and a resolution target, measured in business hours. So a case opened Friday evening is due the next working day, not over the weekend. When it's sorted we mark it resolved; reply to reopen it, or rate how we did (CSAT). Resolved cases close on their own after a quiet period.