How to Submit a Support Ticket

Getting Help From Our Team

Stuck on something? We're here to help, from technical questions to billing.

Creating a New Ticket

1. Go to Support in the sidebar
2. Click New Ticket
3. Write a clear subject
4. Choose the website it relates to
5. Pick a category
6. Describe your issue
7. Click Create Ticket

If you have a project open with us, you're first asked whether this is something new or about one of your projects. Questions about a project go in that project's discussion instead of a ticket.

The more detail you give us upfront, the faster we can help. Include what you were trying to do, what happened instead, and any error messages you saw.

Tracking Your Tickets

Your tickets are listed under Support. The list opens on your open tickets; choose All or Closed to see the rest. Each one shows its subject, status, website, category, when it was last updated and how many replies it has.

Responding to Tickets

When we reply, you'll get an email. You can respond either by replying straight to that email, or by logging in and replying in the ticket thread. Both work the same way.

Adding Attachments

Once a ticket is open, you can attach files to any reply: screenshots, documents, and the like, up to 50 MB each.

Looping In Others

Need a colleague in the loop? Add their email as a CC recipient when you create a ticket, or update it anytime under Notification Settings on the ticket page. They'll get copies of every reply. You can also tick people on your team to notify about the ticket.

Response Times

We do our best to respond quickly, and we prioritize anything actively affecting your live site. Let us know in the ticket if something is urgent.