Support
What it is
Support (Workspace, Support in the navigation, for Admins) is where you contact the team that runs the Threadline platform you use, for example to ask about billing, a problem with the service, or a feature. Each question is a ticket: a conversation with a subject and a thread of replies.
It is not for your own customers. Their messages go to the Inbox.
The problem it solves
Asking for help by email or chat scatters the history: who answered, what was said, whether it was fixed. A ticket keeps everything about one problem in one place, with a status, so neither side loses track.
How it works
- You open a ticket.
- The platform team is told and replies.
- You get an email and a bell notification for each reply, and the thread shows on the ticket page.
- When it is solved, it is marked resolved or closed. Writing again reopens it.
1. Opening a ticket
- Go to Support and click New ticket.
- Fill in:
- Subject: a short title.
- How urgent is it? Low, Normal, High or Urgent. Choose honestly; Urgent is for things that stop your business.
- Message: what happened, what you expected, and what you already tried. Screenshots help.
- Attach files: up to 3 files, 5 MB each.
- Click Send ticket.
You are limited in how many tickets you can open per hour, to stop accidents.
2. Your tickets list
The list shows the number, subject, status and the last activity.
| Status | Meaning |
|---|---|
| Open | New, waiting for the team. |
| Pending | The team replied and waits for you. |
| In progress | The team is working on it. |
| Resolved | The team says it is solved. |
| Closed | Finished. |
3. The ticket page
Open a ticket to see the whole thread, oldest first, with who wrote each message (you or "staff").
- Reply at the bottom, with attachments if you wish.
- Close the ticket when it is solved.
- Reopen it, or simply write again, if the problem comes back. A reply on a closed ticket reopens it.
You only ever see tickets from your own workspace. Internal notes the platform team writes for each other are never shown to you.
4. When the platform team signs in as you
To investigate a problem, the platform team may be allowed to sign in to your workspace as you. When they do, the app shows an orange bar, and by default they can look but not change anything. Each such sign-in is recorded on their side and expires after an hour.
Common questions
Where do I find the answer? In the ticket thread, and in an email sent to the address on your profile.
I cannot see Support. Support is for Admins. Agents should ask their Admin.
My ticket has no reply. Replies depend on the platform team's hours. Raise the urgency only for real emergencies.
Can I open a ticket for a customer's problem? No. This is for your own account and the platform. Use the Inbox for customers.