Support tickets

Open Help → File support ticket, enter a subject and description, and choose whether to attach diagnostics. After submission, use View ticket to open the conversation. Help → My support tickets shows your history, sorted by the most recent update.

Choose what to share

Diagnostic categories start unchecked. Preview the selected information before sending. Screenshots require a separate capture action and the browser’s picker; you can preview, retake or deselect the image. The ticket still records its owner when identity diagnostics are not selected.

Saved browser activity excludes request bodies, headers and URL queries. It expires after 24 hours and can be cleared. Review free-text descriptions and screenshots for credentials or unrelated information before submitting them.

Follow the conversation

Open a ticket to read the original request, attached diagnostics and replies. Each reply shows its author and time. Tickets have explicit Open or Closed status. You can reply to your own tickets; replying to a closed ticket reopens it. Replies can contain up to 8,000 characters, and a failed send retains the draft.

Support operators can reply, close or reopen tickets. All replies in this workflow are visible to the customer; there are no private operator notes. Your portal history is personal within the organization, not every colleague’s support history.

Open conversations refresh every 10 seconds and lists every 15 seconds. You can also choose Refresh. There are no email or push notifications for these replies, so return to the portal to follow progress. AI help remains a separate Help action and conversation.