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Search the help center

Help in the dashboard menu opens Help & support. Typing in the search box filters the popular topics, each with its answer on the page. Ask AI under the search box, or Enter, opens the assistant with your question. The assistant is available on every plan. When nothing matches on a paid plan, Can’t find it? Ask support opens a ticket with your search as the subject. The page also links to the quick start, this documentation, the API reference and the Usertick status page.

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Open a ticket

Support tickets are available on the Starter plan and above. On the Free plan, Your tickets shows “Email support is available from the Starter plan. The help docs and the assistant are available on every plan.” with Compare plans, and the ticket form isn’t offered. After a move to Free, the tickets opened on a paid plan stay readable, but they can’t be replied to or reopened. A paid plan whose payment stays failed for more than 14 days counts as Free here too (Failed payments). Questions about Enterprise go to sales through Talk to sales on the plans page (Enterprise).
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Start the ticket

In Help & support, select Create ticket.
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Select a category

Under Category, select General question, Setup & install, Surveys & targeting, Integrations, Billing question or Bug report.
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Describe the problem

Enter a Subject and the message, then select Send. Your website, plan and browser are attached automatically.
When an error in the dashboard shows a reference under its message, select the reference to copy it and include it in the ticket, so support can find the exact request that failed. The ticket opens as a thread under Your tickets. To find a ticket, select Search on the list and enter a word from its subject or first message, or its number. The search covers open and closed tickets. Support replies appear in the same thread, and Usertick notifies you in the dashboard and by email. Each message can carry one attachment: an image, or a .txt, .log, .csv, .json, .pdf, .zip or .har file. When the problem is solved, Yes, close the ticket closes it. A closed ticket reopens when you reply to it or select Reopen.

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Support by plan

On a paid plan, support is also available at [email protected]. Security reports go to [email protected]. Someone without a Usertick account can send a question through the contact form at usertick.com/contact, and Usertick answers it by email.