Three ways to get an answer, roughly in order of speed.
1. Ask Xavier
The in-app assistant reads your project state and these help articles. Fastest for "what does this number mean", "why is this empty", and "how do I do X".
It will tell you when it does not know rather than guessing. If it says it is not sure, that is a real signal — move to a ticket rather than rephrasing the question five times.
2. Search this knowledge base
Every article is public and has its own URL, so you can link one to a colleague or a client. Search works without signing in.
3. Open a ticket
Open it from inside the app, not by email. A ticket opened in-app arrives with your account, your project, and your plan attached, so nobody has to ask which site you mean or what you are on.
What makes a ticket fast
Four things, and the fourth is the one people leave out:
- What you expected to happen
- What actually happened
- Where — the exact screen, and the project if you have several
- When — roughly what time, because that is what makes your run findable in our logs
A screenshot of the whole screen beats a crop of the error. The surrounding context — filters, dates, which project — is usually where the answer is.
What support can see
The account, user, and project attached to your ticket, your billing status, and safe diagnostic context. Not your other clients, not unrelated workspaces, and not anything belonging to another customer.
What support can and cannot do
Can: investigate failed runs, explain charges, fix account access, process refunds and cancellations, escalate bugs.
Cannot: guarantee rankings, act as your SEO consultant, or make changes to your website.
Next
- A number looks wrong or two screens disagree
- How to cancel or change your plan