Open a support ticket when you need a person to investigate an issue. Include what you were trying to do, what happened and enough context to reproduce the problem.
Talk to a person from the Help assistant
Select Talk to a person in the help conversation. The new-ticket screen carries the conversation transcript and page context. Review the prefilled subject and add the result you expected before submitting.
Open a support ticket
- Open Support and select New ticket.
- Enter Subject and What happened?, and choose a Priority that reflects the impact: Critical, Major or Routine.
- Use Attach files if needed, checking that the files contain information support needs.
- Select Open ticket.
If the ticket is created but an attachment fails, retry the attachment in the ticket instead of opening a duplicate.
Follow a ticket
Open the ticket from Support and read its status (such as Open, Waiting on you, Waiting on ProposalForge, Resolved or Closed) and conversation. Add information with Send reply. A reply can reopen a resolved ticket. Select Close ticket when the issue is resolved. Reply when support needs information so the investigation can continue.
Response times by plan
On Enterprise, the default response target for Critical is 1 business hour. On Enterprise, the default response target for Major is 4 business hours. On Enterprise, the default response target for Routine is the next business day. On every other plan, including Trial and Free, the default target is the next business day. Check the ticket's displayed target for the policy applied to your organization.
Business hours are weekdays, 9 a.m. to 5 p.m. in Toronto, excluding Ontario holidays. The clock pauses while support is waiting for your reply. A response target is the time to a support response, not a guarantee of resolution by that time.