Support requests
Ask the Safeguard team for help, then follow, reply to, rate and escalate your request in Messages › Support.
Support requests
Ask for help
- Open the Help & Feedback sheet (the question-mark icon at the top right, or Get Help in your user menu) and select the Support tab.
- Choose the Urgency: Low, Medium, High or Critical. Medium is selected to start with.
- Write a Subject (up to 120 characters) and a Message (up to 2,000 characters) that says what you are trying to do and where you are stuck. Send stays unavailable until both have text.
- Optional: under Attach evidence, add a Screenshot and one recording. See Attach a screenshot or recording.
- Select Send.
While you type, the sheet may show These might answer your question with up to three help articles. Opening one keeps your draft.
When the request is filed, the sheet shows Your ticket reference, in the form SUP-XXXX-XXXX. Quote it if you follow up by email. If a reference could not be assigned, the sheet says the request was still received.
You get no email when the request is filed. You do get one when the Safeguard team replies, resolves the request or escalates it; their subjects start with your reference, for example [SUP-7KQ4-M2XD].
Attach a screenshot or recording
Attach evidence works the same way on the Support, Bug Report and Feedback tabs:
- Screenshot: one image of your screen.
- One recording. What to record: Screen, Screen + camera, Camera or Voice only. You can set the Quality (Original, 1080p, 720p or 480p · smallest), a Countdown before it starts, and Include microphone for screen recordings.
- A recording stops at 60 seconds or 45 MB, whichever comes first. While the screen is recording, a small control lets you Stop recording or Discard.
The browser asks for permission before it captures your screen, camera or microphone. Nothing is captured until you allow it.
Follow your request
Open Messages › Support: the Messages button at the top of any page, then Support (or the Messages tab of the Help & Feedback sheet). You see the requests you sent yourself, newest first; colleagues' requests are not shown.
| Status | What it means |
|---|---|
| Open | Waiting on the Safeguard team. |
| Pending | Waiting on you. |
| Resolved | The team considers it answered. |
| Closed | Finished. |
Open a request to read its thread. Your messages are marked You; the team's show the person's name, or Support. Until someone answers, the thread says No reply yet. We will answer here. An open thread refreshes by itself about every 20 seconds.
Reply
Type in Add a reply… and select Send reply. Attach files adds up to six files of up to 50 MB each: images, video, audio, PDF, plain text, logs, JSON, HAR network captures or ZIP archives. Replying to a request that is Resolved or Closed opens it again.
Rate the answer
When a request is Resolved or Closed, it asks How was your experience? Choose Good, OK or Bad, and optionally tell the team more (up to 2,000 characters). You can change your rating later. The email that tells you a request is resolved has the same three choices.
Feedback can't be rated, and neither can a request that was merged into another one.
Escalate
If a request is still Open and needs more attention, you can escalate it once it has waited long enough; until then it says You can escalate in followed by the time left.
- On the request, select Escalate.
- Answer Why does this need escalating? (required). You can also pick a Business impact (optional): Not sure, Blocking production, Major impact, Minor or Just need an update.
- Select Escalate this request.
Escalating raises the request's priority and alerts a senior member of the team; the dialog says how soon they will reply, and an escalated request shows Escalated. There is a daily limit on escalations: past it, the request asks you to reply on it instead, and the team picks it up from there.
Merged requests
If the team finds that two of your requests are about the same thing, one is merged into the other. The merged one stays in your list as Closed; follow the other one.