Support
Search the docs, or open a ticket that reaches the Sysevo team.
Support is where you search the documentation and, when that is not enough, open a ticket that reaches the Sysevo team.
In this guide
- Getting to the page
- Searching the docs
- Opening a ticket
- Ticket detail
- Statuses
- What to include
- Support by plan
- Troubleshooting
1. Getting to the page
Click Support in the Account section, at /client/tickets. The header reads Help & Support — "Search the docs, or open a ticket and our team will help."
2. Searching the docs
Search runs across this documentation from inside the portal. Most questions — how a feature works, what a setting does, why something is gated — are answered here immediately.
3. Opening a ticket
New ticket at /client/tickets/new takes:
- A subject — one line.
- A description — what happened, what you expected, and what you have tried.
- A category — so it reaches the right team.
- A priority.
- Attachments — screenshots, exports, files.
4. Ticket detail
Each ticket has its own page with the full thread. Replies from Sysevo appear here and are emailed to you; you can reply from either. Attachments can be added at any point.
5. Statuses
| Status | Meaning |
|---|---|
| Open | Received, not yet picked up. |
| In progress | Being worked on. |
| Waiting on you | We need something from you. |
| Resolved | Closed. Reopen it if the problem returns. |
6. What to include
The fastest tickets tend to carry:
- What you did, step by step.
- What you expected and what happened.
- When — a date and time, so we can find the record.
- Which record — a call ID, a lead, an invoice number, a URL.
- A screenshot of the error.
For a call problem, the conversation ID from Conversations is the single most useful thing you can send.
7. Support by plan
| Plan | Support |
|---|---|
| Launch | Email support · 30-day check-in |
| Growth | Priority support · quarterly optimisation review |
| Command | Dedicated CSM + SLA · monthly optimisation + QBRs |
8. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| I can't see Support | It sits under Account, which needs manage_team | Ask an admin |
| No reply to a ticket | Check the status — it may be waiting on you | Open the ticket |
| Emailed replies aren't arriving | They went to spam | Check the ticket page directly |
Related guides
- Team — who can reach this page
- Plans & Subscriptions — what support your tier includes