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Raise a ticket. Reach an engineer.

Every ticket is read by someone who works on the platform. Tell us what happened, how much of the organisation it affects, and we will come back inside the response target for that severity.

Who is reporting

What the ticket is about

Severity

Graded by how much of the organisation is affected. We confirm or re-grade it on first response.

You get a reference on screen and by email.

Before you file

Four details that save a day.

Most of the time between a ticket and a fix is spent asking for these. Include them and the first reply is usually an answer rather than a question.

  • 1 The exact question or action that triggered it, copied rather than paraphrased.
  • 2 Which department surface and which user or role it happened for.
  • 3 When it started, and whether it happens every time.
  • 4 Any reference the answer cited, and what it should have cited instead.

Answers that do not need a ticket

AIMY Expert How grounding, citations and the permission boundary actually work. Departments What each department surface reads, and what it is allowed to answer. Plan Seats, limits and what changes between Business, Professional and Enterprise.