Support

Support works through tickets only: there's no support email address or phone line. Open a ticket in the dashboard under Support, and every answer lands in the same ticket.

Open a ticket

• Pick a category (technical, billing, account or other) and, when the question is about one project, that project. An account in several organizations picks the organization too.
• Write what you expected and what happened instead. A request ID, a key's name or the page you were on helps us find it; never paste a secret key.
• Everyone in the organization sees its tickets and can reply. An account that isn't in an organization yet opens tickets only it sees.

When support replies, the ticket's author gets an email saying so, with a link to the ticket, while they're still in the ticket's organization, and the reply shows under the bell in the dashboard for everyone who wrote in the ticket. The email is only a notice: answering it reaches nobody, so reply in the dashboard.

Priority support

Organizations that pay get priority support: an organization whose projects together went past the free identifications last month or so far this month (see Keys and billing) has its tickets answered first. A ticket shows Priority support when it has it.

Statuses

• Open: waiting for support's first answer.
• Waiting on support or Waiting on you: who has the next move.
• Solved: support thinks it's answered. Replying opens it again.
• Closed: done for good; close a ticket yourself once you're happy. A new question takes a new ticket.

Support and your data

Support never reads a project's events on its own. When a ticket needs it, support asks from the ticket, and your teammates allow it for 12 hours or refuse from the notification bell or Settings › Support access, as with any request. The ticket shows when access was asked for, given, refused or ended.

Tickets stay with the organization while it exists. Deleting your account removes the tickets you opened outside any organization; in an organization's tickets your replies stay and show as from a deleted account. Product analytics count tickets by category and priority, never what they say.