Creating Support Tickets

When you need assistance, create a support ticket to get help from our team.

When to Create a Ticket

Create a ticket when:

• Self-service options didn't resolve your issue
• You've found a bug
• You have a billing question
• You want to request a feature
• You need account assistance

Accessing Support

From the Dashboard

1. Navigate to your Dashboard
2. Click Support in the sidebar

Creating a New Ticket

Step 1: Open the New Ticket Dialog

1. Click the New Ticket button at the top of the Support page

Step 2: Write a Clear Subject

Write a brief, descriptive subject line:

Good examples:

• "Cannot save documents - error 500"
• "Excalidraw not loading in Firefox"
• "Question about upgrading to Premium"

Less helpful examples:

• "Help"
• "It's broken"
• "Question"

Step 3: Describe the Issue

Provide details in the message field. For technical issues, include:

• What you were trying to do
• What happened instead
• Steps to reproduce the issue
• Any error messages (exact text)
• Browser and device info

Example:

I'm trying to create an Excalidraw diagram, but the canvas doesn't appear.

Steps to reproduce:
1. Open a document
2. Click the Excalidraw button
3. Nothing happens

Expected: Excalidraw canvas should appear
Actual: Nothing loads

Browser: Chrome 120 on macOS
Error in console: "TypeError: Cannot read property 'init' of undefined"

Step 4: Submit

1. Review your subject and message
2. Click Create Ticket
3. Your ticket will appear in the list with Pending status

After Submission

What Happens Next

1. Ticket received and set to Pending
2. Reviewed by a team member
3. Status updated to In Progress while being worked on
4. Response added to the ticket conversation
5. Status set to Resolved once addressed

Responding to a Ticket

After your ticket is created, you can view it and add follow-up messages:

1. Click on the ticket in the list to open the conversation
2. Type your message in the response field
3. Click Send

Tips for Faster Resolution

1. Search the FAQ first - Check the FAQ tab in the Support page
2. Be specific - Include exact error messages and reproduction steps
3. Be responsive - Reply promptly to follow-up questions

Need Help?

If you can't access the Support page, you can also reach us via the contact page.