The more context you give us up front, the faster we can help. When submitting a support ticket, please include:

Tell us the goal you had in mind.

Describe the unexpected behavior, error message, or result you saw.

Approximate date and time help us check logs.

Relevant project name(s), integration name, affected user's email, feature, workflow, or URL.

Steps taken, screenshots, screen recordings, or sample data (if safe to share).

Pro tip: One issue per ticket works best. If you have multiple unrelated questions, separate tickets help us move faster and keep updates clear.

Here’s what you’ll see as your ticket moves through our workflow.

Your ticket has been received by our support team and is waiting for initial review.

We’re actively looking into the issue. This may involve reproducing the problem, checking logs, or clarifying expected behavior.

We need additional details to continue our investigation. Your response is required to move the ticket forward.

Your request (beta entry, enhancement, or permission update) has been formally captured and shared with the appropriate team.

The request is under review but not actively being worked on yet.

A ticket being closed doesn’t always mean “no.” Here’s how to interpret each closed state:

Support tickets are designed for product questions, bugs, and unexpected behavior. Feature ideas and requests are best shared in our community so they can be discussed, prioritized, and tracked more transparently. See how to leave feedback here!

We’ll update you when the status changes, when we need more information, or when there’s meaningful progress to share.

In most cases, yes. If the issue is related, replying will help reopen the conversation. For new or unrelated issues, submitting a new ticket is best.

Not necessarily. It means the issue has been validated and added to our engineering backlog. Timing depends on impact, scope, and current priorities.

Yes you do! That would help us out so much, but we can also separate one big ticket into several other ones. (We know you'd rather be working on what you get paid to do - not chat with us) However, in spirit of getting faster support, if you provided "good" support tickets we can assist you that much faster. (We know it takes you longer, but do you really want us to interrogate you all day or write up an extra ticket in 5 minutes?)

We’re evolving our support process to better match where the product is going - and to give you clearer, more reliable help when you need it.

When something isn’t working as expected, our focus is on getting you accurate answers, practical workarounds, and a clear understanding of what’s happening next. This updated process helps us do that more consistently, with better visibility into progress and outcomes.

As we continue to rebuild and modernize parts of the product, we’re being intentional about how we invest our time. In some cases, that means prioritizing meaningful improvements over quick fixes - especially when a feature is being thoughtfully reimagined from the ground up. Occasionally, you may see smaller cosmetic issues persist while that work is underway.

We believe this approach leads to a more scalable, reliable product - and a better long-term experience for you. We’re committed to being transparent along the way and working closely with you as a partner as we build what’s next.