Skip to main content

Support

Support is where you open a ticket and chat directly with the ACE team. It lives at Manage → Support (/support). It is scoped to your workspace as a whole, not to whichever project you happen to have selected, since a support issue rarely belongs to just one project.

In this section​

  • This page: creating tickets, messaging, and resolving or reopening them.
  • Support mode: what it means when ACE staff temporarily step inside your workspace to help with a ticket: what they can see or do, and how it shows up in your own audit trail.

How do I open a ticket?​

  1. Click New ticket.
  2. Enter a Subject (at least 3 characters).
  3. Enter a Message describing what you need help with, including any error messages (at least 8 characters).
  4. Click Create ticket.

The ticket queue​

Tickets are split into two tabs via a segmented filter: Open and Resolved, each showing a count. Within either tab, tickets are sorted by most recent activity first (the latest message, or the ticket's own last update if it has none yet).

Selecting a ticket opens a conversation view: your messages, ACE support's replies, and system notes, oldest to newest, with the subject and status at the top.

Replying to a ticket​

  1. Select the ticket from the queue.
  2. Type your message in the box at the bottom.
  3. Press Enter (Shift+Enter for a new line) or click the send button.

How do I resolve or reopen a ticket?​

  • Click Mark as resolved on an open ticket once you are satisfied; it moves to the Resolved tab.
  • Click Reopen on a resolved ticket if you still need help; it moves back to Open. A note reminds you that you can also just send a new message, which does not require reopening first.

Getting notified​

The Support entry in the sidebar shows a badge whenever a staff reply is waiting on you; the badge clears once you have opened the ticket.

Who can do this: Any workspace member can open, view, reply to, resolve, and reopen tickets. There is no separate "manage" permission tier here; everyone manages their own tickets, and every member can see every ticket in the workspace's queue.

How this connects to the rest of the platform​

  • ACE staff have their own ticket queue. On ACE's side, staff work these same tickets from a separate, internal Super Admin screen, filterable by organization; that is not something you can see or reach from here.
  • A ticket can lead to a support session. If resolving your issue requires staff to actually work inside your workspace, see Support mode for what that looks like and what gets recorded.
On this page