Help and reporting a problem
The Help area is where you reach support and tell us about a problem. Every member of a workspace can open it, whatever their role.
Opening Help
Open the user menu (your avatar, bottom-left of the sidebar) and choose Help — it sits directly above Sign out. A number next to Help means the support team answered one of your tickets. Help has three tabs, and each one has its own address, so you can bookmark or share it:
- Support —
/help/support - Report a problem —
/help/report - My tickets —
/help/tickets
Your platform may also show a small round help button in the bottom-right corner of every page. With one shortcut it opens straight away (usually Report a problem); with several, a click opens a short menu above the button. It moves out of the way while a call card or the upload queue is on screen, and on phones it stays off the inbox so it never covers the send button.
Support
Shows the support e-mail address with two buttons: Write an e-mail opens your mail app, Copy address copies it. If no address has been set up yet, the tab says so.
Below it is Open a support request — the way to ask us anything that is not a broken feature: a question, an invoice, an account change. It asks for:
| Field | |
|---|---|
| Subject (required) | In a few words, what you need. |
| Message (required) | The request in your own words. |
| Category (optional) | Question · Billing · Something isn’t working · Suggestion · Other. |
| Which screen is it about? | See below. |
| Files (optional) | Images, videos and PDF files (for example an invoice), at most 5. |
After sending you get a reference such as ST-000043 and a link to the ticket.
The request becomes a ticket you follow under My tickets.
We send the first response to every request within one business day, on every plan — Monday to Friday, 09:00–18:00 Istanbul time, except official public holidays in Türkiye. The same holds for e-mail to the support address. See Support.
Report a problem
The form asks, in order:
| Field | |
|---|---|
| Title (required) | A few words: what went wrong. |
| Category | Something isn’t working · Question · Suggestion or feature request · Billing · Other. |
| How much does it affect you? (required) | Blocks my work · Partially affects my work · Minor or cosmetic. This is how the platform team decides what to look at first. |
| What happened (required) | The problem in your own words. |
| More detail (optional) | Steps to reproduce, what you expected, what actually happened. |
| Which screen is it about? | A list of the panel’s screens — the main areas and the settings tabs you can open — plus Other / general, and a short free-text detail (“the Send button”). It starts on the screen you opened the form from; clear it with × and choose again at any time. |
| Where it happened | Links to the pages where you saw the problem. When you open the form from the user menu or the help button, the page you were on is already filled in. Add more with Add another link. Links must start with http:// or https://. |
| Screenshots or recordings | Images (PNG, JPEG, GIF, WebP) up to 10 MB, videos (MP4, WebM, MOV) up to 100 MB and PDF files up to 20 MB, at most 5 files. Each file uploads as soon as you pick it, with a progress bar. |
| How we can reach you | Your name and e-mail, already filled in and editable, and whether we may contact you about this report. |
What we’ll attach
Open What we’ll attach at the bottom of the form to see exactly what is added to your report: workspace, user, role, interface language, time zone, app version, browser, operating system, window size and the page (its path only). Nothing else is collected — no page contents, no console output and no customer data.
After sending
You get a reference number such as IR-000042. Quote it if you write to us
about the same problem. Your report is now a ticket: you can read our answer
and reply under My tickets. Your files are stored privately and only the platform
team can open them; they are never sent by e-mail.
To prevent floods, one person can send a handful of reports per hour (and a workspace a few dozen). If you hit the limit, the form tells you to try again later.
My tickets
Every problem report and support request you sent is a ticket. My tickets lists them, newest activity first; a dot and bold text mark a ticket the support team answered or changed since you last opened it. Show Open, Closed or All.
Open a ticket to see the whole conversation: your messages, the support team’s answers and every status change. Write in the box at the bottom (with files if you need them) and press Send reply.
A ticket moves through these statuses:
| Status | Meaning |
|---|---|
| New | Sent; nobody has picked it up yet. |
| In review | The support team is working on it. |
| Waiting for your reply | The support team needs something from you. |
| Resolved | The support team believes it is done. If nothing comes from you, it closes by itself after a few days (7 unless your platform set another number). |
| Closed | Finished. |
- Replying reopens. A reply on a Resolved or Waiting for your reply ticket puts it back to In review.
- Closing. Close ticket (and confirm) when you no longer need help.
- A closed ticket takes no more replies. Use Open a new ticket about this: the new request refers to the old one, so the support team sees the history.
- Reply by e-mail. When your platform has set it up, the e-mail we send about a ticket can simply be answered: write above the marked line and send. Only replies from your own sign-in address are accepted; anything quoted below your text is left out, and files you attach are added to the ticket.
Notifications
When the support team answers or changes the status, you are told in three ways: the number on Help and the mark on the ticket (always), a phone notification and an e-mail. Switch the phone notification or the e-mail off at the bottom of My tickets (How we tell you about answers).
Workspace administrators
Members who hold See and answer all of the workspace’s support tickets (administrators by default — see Roles) and the workspace owner also get Company tickets: every ticket of the workspace. They can read, answer and close any of them and Follow a colleague’s ticket to be told about its answers too; answering one follows it automatically. Other members see only their own tickets.
In the mobile app
The ConnectWiz app has the same Help, with two ways in:
- Menu → Help. A number on the Menu tab and on the Help row means the support team answered one of your tickets. At the top you switch between Support (the support address and the support request form), Report a problem and My tickets. Whatever you typed in a form stays there while you look elsewhere. Which screen is it about? already holds the screen you were on before you opened Help: tap × to leave it out, Choose a screen / Change to pick another (only screens you can open are listed, plus Other / general), and add a detail if you like.
- Shake your phone. Anywhere in the app, a firm shake asks “Do you want to report a problem?”. Tap Report a problem and the form opens with the screen you shook on already filled in; Back returns you to it. Not now closes the question and nothing else happens. A shake is ignored while you are typing, on a call, already in Help, or while another panel is open.
The app's form has the same fields and limits as the web form. Add screenshots or recordings from your photos, or take a photo or video with the camera — tip: take a screenshot first, then add it from your photos. What we'll attach lists what the app adds: that it was sent from the mobile app, your language and time zone, the app version, the operating system, the device model, the screen size and the screen's path — nothing else.
My tickets in the app works like the web: tap a ticket to read and reply (with photos or recordings), close it, or open a new one about a closed ticket. A phone notification about a ticket opens that ticket.
Your platform decides whether the app shows the Help tab and whether shaking works; both are on unless it turned one off. Shaking needs an app version that includes motion sensing — on older versions the Help tab still works and a shake simply does nothing until you update.