Getting Help

Description

Help & Support is the in-app way to reach PlaidCloud support. You can open a ticket, watch for a reply, and continue the conversation — all from a single window, without switching to email. Your messages and the support team’s replies appear together as a thread.

Opening Help & Support

The window opens from the user menu:

1. Click your avatar in the top-right corner of any screen.
2. Choose Help & Support (the lifebuoy icon).

The window opens with your tickets listed on the left and the selected conversation on the right.

Opening a New Ticket

1. In the Help & Support window, click New Ticket.
2. Describe your question or issue in the box.
3. Click Send.

The new ticket opens in the conversation pane. PlaidCloud automatically attaches a little context about where you were in the app (such as the page and app version) to help the support team — it never includes your data.

Note

You don’t need to set a subject or priority — just describe what you need. The support team triages from there.

Reading and Replying to a Ticket

1. Select a ticket in the list on the left.
2. The full conversation opens on the right, with your messages and the support team’s replies in order.
3. To continue the conversation, type in the reply box and click Reply.

New replies from the support team appear in the thread the next time you open the ticket.

Who Can See Which Tickets

• Regular members see and reply to their own tickets.
• Tenant administrators see every ticket raised across the workspace, so they can keep track of all open requests.

Note

Resellers who manage your workspace handle first-line support; PlaidCloud steps in automatically if a request goes unanswered. You don’t need to do anything — just open the ticket and reply as the conversation continues.