Getting help

Submitting a support ticket

From Help in the app, go to Support and start a new ticket. Every role can submit one — there's no restriction by plan or role.

• Category — Billing, Technical issue, Account & access, or Other.
• Subject and a description of the problem.

Our team gets notified as soon as you submit. Replies show up on the same ticket page without needing to refresh, and you'll also get an email when we reply.

Ticket status

• Open — submitted, waiting on us.
• Awaiting your reply — we've replied and are waiting to hear back from you.
• Resolved — we've marked it done. If it sits untouched for 7 days, it closes automatically.
• Closed — finished. You can't reply on a closed ticket; start a new one instead if the issue comes back.

You don't have to wait on us or the 7-day auto-close — a Close ticket button on the ticket page lets you (or your org's Owner/Admin) close it yourself at any point, if you no longer need an answer.

Who can see a ticket

You always see your own tickets. Owner and Admin can also see every ticket raised by anyone in their organisation, so they can follow up on a teammate's behalf.

Feature requests

From Help → Feature requests, anyone can suggest something or upvote an existing idea — this board isn't scoped to your organisation, it's shared across every Springtrack customer, so you can see (and vote on) requests other teams have already raised instead of duplicating one.

• Submitting — a title and a description. Any role can submit.
• Upvoting — click to vote, click again to remove your vote. The list is sorted by vote count, so popular requests surface first and it's easy to spot (and back) an idea that's already been raised instead of posting a duplicate.
• Status — each request shows Open, Planned, In progress, or Done, so you can see where an idea stands.

More questions: see the FAQ.