Getting help
How to reach support, what happens to a ticket, and who on your team can open one.
Support runs through a ticket system inside the app. There is no phone line and no live chat. The whole support section — the help button, the form, the ticket threads and every status — is available in English, Spanish, and Brazilian Portuguese, like the rest of the panel.
Two ways to open a ticket #
The help button. A help button sits on every page of the admin panel. Filing from there attaches the page you were on, the route, and basic diagnostics to the ticket, so you don't have to describe where you were. It also accepts a screenshot — this is the only place in the product you can attach a file to a ticket.
The Support page. Under Settings in the navigation, at
/app/{workspace}/support-tickets. The full form is here, along with every ticket
on your account and its thread. There is no file upload on this form or on the
reply box, so if a screenshot matters, file from the help button instead.
What you're asked for #
| Field | Notes |
|---|---|
| What is this about? | A subject line. |
| What kind of thing is it? | Something is broken / Billing or account / Question / Feature request / Something else. |
| How urgent is it? | Low / Normal / High — this is hurting / Blocking — I cannot work. |
| What happened? | The description. Be specific about what you did and what you expected. |
| Page it happened on | Optional, and prefilled when you file from the help button. |
| Version you saw it on | Prefilled automatically. On a released build that is the release, like v1.14.0; on anything else it is the build identifier. Hidden only if this instance can't identify its build at all. Change it only if you saw the problem on a different version. |
| Only I can see this ticket | Off by default — normally everyone on your account can see and reply. Turn it on for something you'd rather your colleagues didn't read. |
Each ticket gets a reference like LAP-1042.
Which version am I running? #
Add /version to the address of the app and you'll get the release back, with no
sign-in needed:
{"release":"v1.14.0","environment":"production"}
On a released build this is the same thing the ticket form fills in for you. A
null release means that instance can't name one — usually because it wasn't
built from a release, which is normal on a preview or test environment. The
ticket form still fills in the build identifier in that case, so the two can
differ. Support can help either way; there is just no release number to quote.
Who can open one #
Account admins only. A recruiter or other non-admin staff member cannot open a ticket — they raise it with an admin on your account, who raises it with us. That is deliberate: a ticket carries whatever the reporter pastes into it, which is often a screenshot of exactly the data a scoped role is not meant to see.
Hosts cannot open tickets. A host with a problem contacts the agency they work with, not us. There is no support surface in the host portal.
What happens next #
A ticket moves through Open → Triaged → In progress → Resolved, with Waiting on you when we need something from you and Closed at the end. Tickets are never deleted; the thread is the record.
We sort the queue by a mix of how urgent you marked it, what kind of issue it is, and how long you have been waiting — with extra weight on tickets that have never had a reply. Marking everything as blocking does not move you up.
There is no service-level agreement. We do not publish or commit to a response time, and the Terms of Service do not include one. What we do commit to is that every ticket is read and answered in the thread.
Email #
You are emailed when we reply and when a ticket is resolved. A resolution email carries a one-click reopen link, valid for about two weeks — so if a fix didn't hold, reopening the original thread is better than filing a new ticket.
Replying to a notification email does not currently add to the thread; reply in the app.
Support access to your data #
If we need to look at your account to diagnose something, that access is logged — who looked and when. Making changes on your behalf requires your consent, which we ask for in the ticket, capped at a fixed duration. The basis for support access is set out in our Privacy Policy and the Data Processing Addendum.
Other addresses #
Tickets are the right route for anything about using the product. For everything else:
- General enquiries — hello@liveagentpro.com
- Legal notices, DMCA, arbitration opt-out, a countersigned DPA — legal@peltonsolutions.com
Every legal document is published at /policies.