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](troubleshooting)).

## 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](whatsapp-templates) and [the template lifecycle](whatsapp-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](commerce-store-unreachable).
- **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](automation-rules).

Before you raise a ticket, [when something is not working](troubleshooting) 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.

## Related

- [When something is not working](troubleshooting)
- [Roles and permissions](roles-and-permissions)
- [When WhatsApp does not work](whatsapp-troubleshooting)
- [Lynomia cannot reach your store](commerce-store-unreachable)
- [Audit logs](audit-logs)