Settings, operations & compliance

Support tickets — reaching a human

When something is wrong and the documentation doesn't resolve it, open a support ticket: Help → “Open a support ticket” (the red button under the topics list). Tickets go to the people who run the platform for you — a person reads every one — and the whole conversation happens right here. Any signed-in person can open one; administrators see every ticket of the deployment, everyone else sees only the tickets they filed.

1. Pick what the ticket is about — Question, Problem, Feature request, Billing & plan or Other — and how urgent it is: Low (a small annoyance), Normal (people can still work), High (people cannot work properly) or Critical (the assistant is down).
2. Give it a subject and describe it in your own words — what you were doing, what you expected, what happened instead, the exact text of any error. The ticket carries the version you run, so nobody has to ask; your email is filled in from your account and replies go there too. Send ticket.
3. You'll get replies both by email and here: “My tickets” next to the same button lists every ticket with its status (open, in progress, resolved, closed) and a count of new replies, and a red bell beside Help rings whenever a reply is waiting — click it to land on My tickets.
4. Reply in the thread as often as needed — the same person stays on your ticket.

Access you may grant

• Two grants exist for requests that need someone to look inside — optional, administrators only, revocable at any time: “I allow support to read inside my assistant to help with this ticket” (any deployment, with an admin login attached if you choose) and “Allow a technician to sign in to this server over SSH for this ticket” (self-hosted deployments only, with connection details if you choose). Nothing of the sort ever happens without your recorded yes — tick the box when filing, or grant and withdraw inside the ticket — withdrawing erases any details still held. Prefer a temporary account you can delete afterwards: the details are encrypted and erased once the ticket is closed, and your own deployment records only that a grant was made, never the credentials.
• Occasionally the operator opens a ticket TO you (marked “from Naxis”, e.g. a heads-up about your deployment); it shows in the same place with the same bell.
• The “Other” card at the end of the Documents and Chat channels catalogs (“Need a system that isn't here? Tell us which”) opens a feature-request ticket with the subject started for you; asking costs nothing and steers what gets built next.

Last updated 20 Sep 2026