Locations of Submitted Tickets
In addition to receiving notifications in your email inbox regarding ticket submissions, messages regarding the ticket, and status updates, you're also able to track progress from the Beacon on our Help Center.
Once you submit a ticket, there will be several places on this Beacon in which to view the ticket, however the two main locations are:
A - from the Home tab > click into Recent Ticket
B - from the Tickets tab > click into the ticket you're checking in on
Sending a Message
Need to ask a question about your ticket, send more information, or respond to a message from Support staff? In addition to responding directly in your email thread, you can message or chat to staff (when live) from the messenger beacon of the Help Center:
Click into the ticket you wish to message about
Scroll to the bottom
Click Send us a message
Type your message
Progress Tracking
We've made staying up to date with any submitted tickets super easy! When submitting a ticket to our support team, you will see different statuses assigned to your ticket as it being worked on by the team. These statuses indicate the progress of your ticket and help us keep track of its current state.
Ticket Statuses
Submitted for Review 📤
If you see this status, it means that your ticket has been received by our team and is currently in our inbox. Our team will review it shortly and begin investigating the issue.
Being Reviewed 🔍
Once a staff member has opened your ticket, it will be marked as "Being Reviewed". This means that our team has started investigating the issue and is working to find a solution.
On Hold ⏸️ - Awaiting Further Investigation
If your ticket is marked as "On Hold", it means that the issue is more complicated than expected and requires more discovery and reproduction efforts from our team. We may need to gather more information or involve other departments before passing the ticket along to our Product Team.
Being Worked on by Engineers 🛠️
When all relevant details have been gathered and presented to our Product Team, your ticket will be marked as "Being Worked on by Engineers". This means that our team is actively working on finding a solution for your issue.
Waiting on Your Response ⌚
If we need further information from you to move forward with ticket processing, your ticket will be marked as "Waiting on Your Response". Please provide the requested information as soon as possible so we can continue working on your ticket.
Waiting - Internal Staff Input Required ⌚
In some cases, another department's expertise may be necessary to move forward with ticket processing. If this is the case, your ticket will be marked as "Waiting - Internal Staff Input Required". We will reach out to the necessary team members and keep you updated on the progress of your ticket.
Waiting on External Partner Assistance ⌚
In certain situations, we may need insight from a partner company to move forward with ticket processing. If this is the case, your ticket will be marked as "Waiting on External Partner Assistance". We will reach out to the partner company (Meta, Stripe, NVIDIA, etc.) and keep you updated on the progress of your ticket.
Resolved (but Awaiting Deployment) ⏳
If a solution has been identified and implemented in our Beta build, but won't be resolved in our Production build until an update is pushed, your ticket will be marked as "Resolved (but Awaiting Deployment)". This means that the issue has been resolved, but you may need to wait for the next update to see the solution in action.
Resolved (Deployed) ✅
When we have pushed an update or patch for the app and the bug solution was successfully implemented, your ticket will be marked as "Resolved (Deployed)". This means that the issue has been resolved and you should no longer experience any problems related to your ticket.
Status Updates
When a Support Agent has begun work on your ticket (and for each status change thereafter) you will be notified by email in addition to the messenger beacon, which will display updated labels and bold notification icons. Clicking into your email or beacon will tell you which support agent is processing your ticket.
Ticket Resolution Times
Ticket Resolution Time is a key metric that measures how promptly our team can provide solutions to reported issues, ensuring a smooth experience for all users. This timeframe varies based on the priority level assigned to each problem. Critical, high-priority issues—often known as “breaking bugs”—are addressed immediately to restore full functionality as quickly as possible.
In contrast, lower-priority tickets, while sometimes involving simple fixes, may require a full app update to implement. To optimize user experience and reduce the frequency of updates, these lower-priority bugs (levels 1–3) are typically bundled and resolved together in scheduled updates at the end of each design sprint. This strategic approach allows us to address both urgent needs and minor improvements in a timely, efficient manner without disrupting user access.
Level 5 Priority - resolved within 48 hours (unless dependent on a 3rd party for solution).
This means that our team will work diligently to find a solution to your issue and have it resolved within 2 business days. However, if the solution is dependent on a 3rd party, it may take longer to resolve the ticket.
Priority Level 4 - resolved within one week.
In the meantime, we will provide affected users with a work around as an interim solution. This means that you will have a temporary solution to your issue while our team works on a permanent fix.
Priority Levels 1, 2, and 3 - 4 weeks (fixes will be bundled together in next update)
We understand that waiting for a resolution can be frustrating, but please know that we are working hard to resolve your issue as quickly as possible. Thank you for your patience and understanding. 🙏🏻
✨ For more information about how tickets are prioritized, check out this article on How to Submit a Ticket.