Support Tickets

Support Ticket Request

From the relevant Project or Design, head to ‘Support’ and click ‘Raise a Ticket’.

Fill in the 'Subject' and 'Description', being as clear as possible, include your goal, what you expected, and what actually happened. Provide a concise summary of your issue or request’ with ‘Brief, clear title that summarises your issue.

Next, enter a detailed explanation of your issue or query including a detailed explanation of the problem, what you expected, what actually happened, error messages, steps to reproduce errors, and when the issue started.

Your current URL of the page you are viewing are added automatically to speed up support. If you’d prefer we don’t access your Project or Design, remove the URL from the input field. Please note, this may limit how much we can help as most of our tickets are based on your experience of the platform.

Lastly, include a screenshot or video to help explain your support request by clicking 'Select File' and uploading from your local device, then click 'Send'.

Receive Confirmation Email

Once submitted, you’ll get a confirmation email letting you know your Support Ticket request has been received. Our team will be notified right away and will start reviewing the details you’ve provided. Should you wish to add another image or other information, you can do so under 'Attachments', where you can source your document by clicking 'Select File' and then 'Upload' to submit.

Ticket Review

Once we start reviewing your ticket, you’ll get a status update to let you know we’re on the case. Here’s what each status means:

• In Progress – We’ve picked up your ticket and have started looking into it.

• Completed – We’ve resolved the issue and your ticket is now closed.

• Cancelled – We’ve determined the ticket is no longer needed or valid.

During the review, we may check the URL you’ve provided or reach out with a few follow-up questions. You’ll get an email each time we respond, with a link to continue the conversation in the Support Ticket area on the platform.

Ticket Closeout

Tickets are automatically closed at the end of each week of inactivity following our last response. If you need more time, just reply to keep the conversation going. You will also receive a final Status update notifying you that the process is 'Completed'.