Raise it from the screen
it happened on

The ticket knows where you were

When you raise a ticket, the screen you were on is recorded with it. That sounds like a small thing and it removes the worst part of getting help: the round of questions establishing where you were and what you were doing before anyone can start on the actual problem.

You describe what went wrong. We already know which part of the system you were in when it did.

It goes to a person, not a pile

Tickets are assigned to a named member of staff. They carry apriority, a status and arequest type, so a card that will not process on billing day is not sitting in the same undifferentiated queue as a question about changing a logo.

Someone is notified when a ticket is created. It does not depend on a shared inbox being checked.

You can see your own tickets

There is a list of what you have raised and where each one stands. No wondering whether last Thursday's message arrived, and no forwarding an old email to ask for an update.

Every ticket keeps its full history, so the thread stays with the ticket rather than scattered across replies in different mailboxes.

In English and Spanish

The support screens are available in both languages. For a business whose front desk works in Spanish, raising a ticket in English is a barrier that quietly means problems go unreported.

How this fits with the phone and the form

Sales and account questions go to the phone — pricing, plans, signing up and billing. It is answered by a salesperson, who will not be able to help with a technical fault.

Technical questions belong in a ticket, or in our contact form before you are a customer. In writing they reach someone who can look at your data and answer properly, and there is a record of what was said. Ways to reach us

What we do not claim

There is no published response-time guarantee, and no support tiers to buy. Support is included on every plan at every size, and we would rather commit to nothing we cannot hold to than publish a number that looks good on a comparison table.