Contacting support

In the app

Support in the sidebar is the fastest route. Press Create ticket, give it a subject, describe what is happening, and optionally pick a category: Bug, Billing, Question or Feature request.

Your tickets are listed with their status, so you always know where a conversation stands:

• Open: with us
• Pending: waiting on something from you
• Answered: we have replied, and the list shows a New reply badge
• Closed: resolved

Replies happen in the ticket itself, so the whole thread stays in one place.

By email

You can also email us; the address is on the Support page. A ticket is better for anything technical, because it carries your account context with it.

What to include

A ticket that includes these is usually solved in one reply:

• Which brand, if you have more than one
• The exact URL of the page where you saw the problem
• What you expected and what happened, in one sentence each
• A screenshot, when it is visual
• When it started, and whether anything changed on your site around then

For anything about numbers, the date range and the platform filter you had selected matter, since they change what the page shows.

Feature requests

Genuinely welcome, and they do get built. Say what you are trying to achieve rather than the feature you have in mind: the underlying goal is usually more useful to us than the proposed solution.

Related: No data yet, Billing.