A ticket is the way to ask Bizomate support something that needs a person and may take more than one reply. You can link the workflow or run it is about and attach screenshots, and the page tells you when to expect a first reply before you send it.

Who can do this

Anyone in a company — Owner, Admin or Member, whatever their workspace role. The ticket can then be read by the person who raised it and by the company's owner and admins.

Steps

  1. Open a new ticket in any of these ways:
    • Select the ? at the top right, then Open a ticket.
    • Select your picture at the top right, then Settings; under Company, select Support tickets, then New ticket.
  2. The New ticket page opens — "Tell us what happened. The more specific, the faster the fix."
  3. In Category, choose Billing, Workflows, Connections, Account or Other.
  4. In Subject, type one line that says what is wrong — Xero bills not created since Friday.
  5. In What happened, write what you did, what you expected, and what happened instead.
  6. If it is about a workflow, under Link a workflow or run (optional):
    1. In Workflow, choose the workflow.
    2. In Run, choose the run — the last 15 runs of that workflow are listed with their number, time and outcome.
  7. To attach files, drop them on Drop files here or choose them, or select choose them. Each file is listed with its size; select × beside one to remove it.
  8. To let support look at the workspace, tick Allow support to view this workspace — "Support can open Consulace read-only for seven days, then access ends by itself." See Letting support view your workspace.
  9. Read the note above the button, for example "Pro plan: first reply within 4 business hours — Send it now and expect a reply today by 16:30 IST."
  10. Select Send ticket. The button reads Sending while it goes.

What happens next

  • A toast says "SUP-2048 sent" — "Support will reply here and by email.", and the ticket opens.
  • You are emailed "We have your ticket", with its number, category, priority and when the first reply is due.
  • When support replies, you get a notification and an email linking to the ticket, and a dot appears on the ? at the top of the page. Replying to the email does not reach anyone — reply on the ticket.
  • The ticket is listed on Support tickets with its state. See Ticket states and reply times.

Good to know

  • Attachments: images (PNG, JPEG, GIF, WebP) and PDFs, up to 10 MB each, five at most on one message.
  • The subject can be up to 200 characters.
  • Who sees a ticket: you, and your company's owner and admins. Other members see only the tickets they raised.
  • To ask for an archived workspace back, use the restore link on the archived workspace. It opens Ask us to restore a workspace with the category Workspace restore and the workspace filled in; select Send request.
  • A chat can become a ticket too — leave a message from the chat, or the agent turns the chat into one. See Chatting with support.
  • Bizomate support will never ask for your password.

If something goes wrong

What you see Why What to do
"Give it a subject." Subject is empty Type a subject.
Not sent — "Say what happened." What happened is empty Describe the problem.
"Five files at most." More than five files were chosen Remove some, or send the rest in a reply.
"error-report.pdf is over 10 MB." A file is larger than 10 MB Make it smaller, or split it.
Not sent — "notes.docx is not an image or a PDF." Only images and PDFs can be attached Save it as a PDF, or take a screenshot.
Not sent — "screenshot.png is not really an image or a PDF — its contents do not match its name." The file is not what its name says Attach the original image or PDF.
Not sent — "Something went wrong. Try again." The ticket could not be saved Select Send ticket again. What you typed is still there.