Report a problem to the support team and get a reply in the app and by email.
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1
Open Support
Choose Support in the sidebar, then My Requests. You see every request you have raised and its current status.
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2
Start a new request
Click New request. Give it a one-line subject that summarises the problem — this is what the support team sees first in their queue.
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3
Pick a category and priority
Category routes your request to the right person. Priority is set by IMPACT — how many people the problem affects — not by how urgent it feels to you. Low: affects only you. Medium: impacts multiple users. High: an entire module is down. Critical: the system is unusable for everyone.
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4
Describe what happened
Say what you were doing, what you expected, and what happened instead. Include the page you were on and any error message — it usually saves a round-trip.
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5
Send and follow the conversation
Click Send request. You land straight in the conversation, where replies appear live. You are also notified in the bell menu and by email.
Worth knowing
- Judging by impact rather than urgency keeps the scale meaningful: everybody's own problem feels urgent, so an urgency scale quickly becomes all-High.
- Critical requests are escalated after 30 minutes without a first response; High after 2 hours, Medium within a working day.
- Replying to a resolved request reopens the conversation — you do not need to raise a new one.