There are two different support desks in this product, and sending a question to the wrong one is the slowest way to get an answer.
| Desk | Who is on the other side | Where it is |
|---|---|---|
| Inbox | your customers write to you | the Inbox in the sidebar |
| Support cases | your own team, working your own customers' cases | Support in the sidebar, where your plan includes it |
| Lynomia support | Lynomia's engineers answer you | Help & Support → My tickets |
This article is about the third one. It is where you talk to us.
How to raise one
Help & Support → New ticket. Four things are asked, and a ticket needs all four.
| Field | What helps |
|---|---|
| Category | pick the closest. We re-file it if it belongs somewhere else, so do not spend time on this one |
| Subject | one line that would let a colleague recognise the problem |
| Description | what you expected, what happened instead, and when it started |
| Priority | Urgent means the service is down for you. Everything else is High or below |
You may attach up to five files of 10 MB each — screenshots, a PDF invoice, a CSV or a plain-text log excerpt. Images, PDF, plain text and CSV are accepted; archives are not, because nobody can see inside a zip before opening it.
When you send it, you land on the ticket with its reference, which looks like LYN-000123. That reference is
your receipt. A Lynomia engineer replies on the ticket itself, and you get an email when they do.
What makes a ticket answerable in one reply instead of four
- When it started, even approximately. "Since Tuesday afternoon" rules out more causes than any other sentence you can write.
- One specific example. Which conversation, which phone number, which order, which campaign — a name or an id beats a description of the kind of thing.
- What you already tried, so we do not ask you to do it again.
- Who sees it. Everybody in the account, or only you? That single answer separates a role problem from a product problem (see when something is not working).
What each status means
A ticket's status is the plain answer to "whose turn is it?".
| Status | What it means |
|---|---|
| Open | received, and a Lynomia engineer will pick it up |
| In progress | a Lynomia engineer is working on it now |
| Waiting on you | we need something from you — read the latest reply |
| With Lynomia | it is ours. Nothing is needed from you |
| Resolved | we believe it is fixed. Reply on the ticket if it is not |
| Closed | finished. Replies are not accepted; open a new ticket instead |
Two things follow from that table:
- Replying to a resolved ticket reopens it. You do not need to open a new one to tell us it is not fixed.
- A closed ticket is final. Open a new ticket and reference the old one in the description; we can read both.
You can change a ticket's priority at any time. Treat it as a request rather than a promise: we may re-triage it, and we will say so on the ticket when we do.
What this desk covers
Lynomia Chat itself. Billing and invoices, account access, connecting a channel, WhatsApp, your store and orders, campaigns, automation and flows, something being slow, getting your data out, and anything that looks broken.
What it does not cover, and where that goes instead
- Your own customers' questions. Those are conversations in your Inbox, and we never read or answer them.
- Meta's decisions. Template verdicts, quality ratings, messaging limits and display-name decisions belong to Meta. We can explain what a decision means and what to do next, but we cannot appeal or override one — see WhatsApp templates and the template lifecycle.
- Your own hosting, domain or store software. Where the problem is on your side of the connection we will say so and say what to check — see Lynomia cannot reach your store.
- Work on your behalf inside your account. We do not send your campaigns, edit your contacts or reply to your customers for you.
- Writing your automation. We will explain what a condition can and cannot express; building the rule is yours — see automation rules.
Before you raise a ticket, when something is not working sorts most reports into one of four causes in about a minute, and three of them you can fix yourself.
If your account is locked for billing
You can still reach this desk. Platform support is never gated and never sold: a locked account, or one on a plan that does not include a paid module, can still open a ticket — including a ticket about the lock itself. Suspended accounts are the one exception, and a suspension notice says who to contact.
Who in your account can use it
Any member can open a ticket. What a member can then see differs:
- an administrator sees every ticket raised for the account;
- an agent or a custom role sees only the tickets they opened themselves.
So if a colleague cannot find a ticket you opened, that is the rule working, not a fault. Ask an administrator, or open your own.
What we will never put on a ticket
Nothing about another customer, and nothing from another account. Lynomia's own internal notes on a ticket stay internal and are not part of the thread you read.