Get support

Use support when you need help with an account, App, billing item, or platform operation. For an active outage or severe degradation, start with Respond to an App incident.

Open a request in the portal

The portal is the preferred path because it records the Team and affected Apps as structured context.

1. Open your Team in the synsmarts portal.
2. Select Support.
3. Select Open a ticket.
4. Enter a concise subject and a complete description.
5. Choose the priority based on current customer impact.
6. Select every affected App.
7. Select Submit ticket.

The subject can contain up to 200 characters. A support link opened from an App may prefill the form and select that App; review the values before submitting. An App can remain selected even if it no longer appears in the Team’s active App list, preserving the original incident context.

The new-ticket form doesn’t attach files. Submit the ticket first, then add redacted files with your first reply or any later reply on the ticket detail page.

Choose a priority

Priority communicates the current impact and helps support triage the request.

• Critical: an active outage, suspected data loss, active security incident, or a critical customer journey that has no safe workaround.
• High: severe degradation or a major workflow failure with broad impact.
• Normal: an operational problem with limited impact or a usable workaround. This is the default.
• Low: a non-urgent defect or request that doesn’t block current work.
• Very low: a general question or future improvement with no operational impact.

Reply to the existing ticket if impact changes so support can re-prioritize it. Don’t open another ticket only to request a higher priority.

Include actionable context

Include the result you expected, what happened, when it happened, and any visible deployment, restore, investigation, invoice, or error identifier.

For an App problem, include:

• the App name and App ID;
• the failing URL or customer journey;
• the incident start time and time zone;
• whether the problem affects everyone or a limited scope;
• the last known good time;
• the most recent relevant deploy or configuration change;
• exact customer-visible error text;
• steps that reproduce the problem without exposing private data;
• any workaround or containment already applied.

For billing or account issues, include the relevant invoice, refund request, Team, invitation, or account workflow identifier. Don’t send full payment details.

Open a request by email

Email support@synsmarts.ai from the email address on your synsmarts account. You can use email at any time. Email and portal requests enter the same support system.

The portal records the Team and affected Apps as structured context. For a new email, include the Team, affected App names or IDs, requested priority, and the same actionable context you would provide in the portal. An account that belongs to several Teams can otherwise require manual routing.

A ticket created from a new email initially enters the queue at Normal priority without a structured App association. Support uses the Team, App, and priority details in your message to triage it. For an active critical incident, the portal records Critical priority and the affected App immediately; you can still email at any time if that is the available channel.

When you reply to a ticket notification by email, preserve the existing subject. Don’t remove the bracketed [team-slug:Ticket #identifier] text at the start of the subject. Send the reply from an account that belongs to the Team named by the prefix so synsmarts can keep it in the existing Team ticket thread.

Protect sensitive information

Don’t include:

• passwords, recovery codes, private keys, API tokens, or raw secret values;
• full payment-card or bank-account details;
• unredacted customer records, database exports, or production logs;
• credentials embedded in screenshots, command output, or configuration files.

Redact files before attaching them. A portal reply can contain text, attachments, or both, with up to 20 files of 25 MiB each. For email, keep the entire encoded message under 25 MiB; larger messages still create the ticket or reply, but their attachments aren’t imported.

Follow a support request

Use the Active and Archived tabs to find existing tickets. The list shows the subject, participants, and status; select Load more for additional results.

See Follow a support request to reply, attach files, update affected Apps, close or reopen a ticket, and archive it.