Support

Support requests are handled as tickets in the dashboard. A ticket always belongs to something — your personal account, a project or an agency — which decides who can see it and which support applies.

Without an account, use our contact form. Requests from inside the dashboard reach us faster, because we can see what they are about.

1. What it concerns — Just me (your account, sign-in, your data or payment methods), A project or An agency. In an agency, choose between the agency itself and one of your client projects.
2. Which project and module — for projects, the module your request is about, or A general question. The module decides which support applies; invoices, contracts and members are covered either way.
3. What it is about — pick a topic and the concern that fits best.
4. Before you write — for many concerns we show the page in the dashboard, the documentation or the fact that usually answers it. If none of them helps, mark them as not helpful and continue.
5. Your message — answer the few questions of the concern, describe your request and attach files if useful (up to 20 files per message, up to 25 MB each). Then choose Create ticket.

If the project has no booked support, you confirm that there is no guarantee whether, when and in how much depth the request is answered before you can send it.

Our internal notes are never shown.

• Replies arrive in the dashboard. The person who opened the ticket also receives an email for every reply, with a link to the ticket. Answer in the dashboard — replies to the email are not added to the ticket.
• Every ticket has a number in the form TC-YYYY-MM-NNNN. Mention it whenever you refer to a ticket.
• Close ticket archives the ticket; nothing is deleted. For a new or follow-up question, open a new ticket.
• Tickets without any message for 90 days are closed automatically.
• Ideas and feedback on the dashboard don’t need a ticket — use Send feedback.

What we promise depends on the support that applies to the ticket:

• Working hours are Monday to Friday, 8:00 to 18:00 (Europe/Berlin). Response times in working hours only count during these hours.
• Some support add-ons also promise a response outside working hours — in the evening, at night and on weekends. Others only during working hours.
• Personal tickets (Just me) and tickets of an agency without an agency support add-on are answered on a best-effort basis.

• Project tickets use the support of the project: its support add-on, otherwise the support included in the plan of the chosen module.
• Agency tickets use the agency’s Agency Support add-on, if booked.
• Tickets for a client project — even when your agency opens them — use the support of that client project, not the agency’s.

Support add-ons include a number of support hours per month. They cover work that goes beyond answering a question — for example analysing an integration, reviewing a setup, or a call.

I can’t find my ticket. The Support page lists your own tickets under Your tickets and the tickets of your projects and agencies below. A ticket of a project you have left is no longer visible to you.

The email notification went to the wrong address. Notifications go to the addresses of your account that are set to Send notifications — see Email addresses.

I want to continue a closed ticket. Open a new ticket and mention the number of the closed one.