Live Support

Submit support requests and get help from the collab.space team.

The Live Support app provides a direct channel to reach our support team. Whether you're experiencing technical issues, have billing questions, need help with your account, or want to request new features, you can create a support case and track its progress right within the application.

To access Live Support, click Live Support in the sidebar or navigate to /apps/live-support in your workspace.

Submitting a Support Request

Creating a New Case

To get help from our support team:

1. Click the Open Case button in the top-right corner
2. Fill in the required information:
   • Subject - A brief summary of your issue (e.g., "Unable to export documents as PDF")
   • Priority - How urgent is this for you?
   • Category - What type of help do you need?
   • Description - Explain your issue in detail
3. Optionally add:
   • Attachments - Screenshots, error messages, or relevant files
   • Related Records - Link to specific issues, documents, or files in your workspace
   • Preferred Contact Method - How you'd like us to reach you
4. Click Create Case to submit your request

Once submitted, our support team receives an email notification and will respond as soon as possible.

Choosing the Right Priority

Help us help you faster by selecting an appropriate priority:

Priority	When to Use
Low	General questions, minor inconveniences, feature suggestions
Medium	Issues affecting your normal workflow
High	Significant problems blocking important work
Critical	Urgent issues - system down, data loss risk, or security concerns

Selecting a Category

Choose the category that best describes your request so we can route it to the right team:

Category	Examples
Technical	Software bugs, error messages, performance issues, integration problems
Billing	Payment questions, subscription changes, invoice inquiries
Account	Login problems, permission issues, user access, account settings
Feature Request	New feature suggestions, improvement ideas, enhancement requests
Other	Anything that doesn't fit the above

Tracking Your Cases

Viewing Your Cases

The left panel shows all your support cases with key information at a glance:

• Status Badge - Current state of your case (Open, In Progress, etc.)
• Case ID - Unique reference number (e.g., CASE-001)
• Priority - The urgency level you selected
• Subject - Your issue summary
• Created Date - When you submitted the case
• Message Count - Number of messages in the conversation

Use the Search box to find specific cases by subject, case ID, or date.

Toggle Show Resolved to view cases that have been completed.

Understanding Case Statuses

Your case will progress through these stages:

Status	What It Means
Open	We've received your request and it's in our queue
In Progress	A support agent is actively working on your case
Awaiting Customer	We need more information from you - please check the latest message
Resolved	Your issue has been addressed - let us know if you need anything else
Closed	Case is complete and archived

Communicating with Support

Viewing Case Details

Click on any case to see:

• Subject & Description - Your original request (you can edit these if needed)
• Attachments - Files you've uploaded
• Activity Feed - Complete conversation history with our team

Adding Information

If our team asks for more details or you have updates to share:

1. Scroll to the Activity section at the bottom of the case
2. Type your message in the comment field
3. Click Comment to send

Your message will be added to the case and our team will be notified.

Uploading Additional Files

To add more files to your case:

1. In the Attachments section, click the paperclip icon
2. Select files from your computer
3. Files are uploaded immediately

Supported files include screenshots, documents, PDFs, spreadsheets, and more.

Contact Methods

When creating a case, you can specify how you'd prefer us to contact you:

Method	Description
Email	We'll respond via email (default)
Chat	Get help through in-app chat
Mobile	Receive a phone call
Schedule Callback	Request a call at a specific time
Video Call	Meet with support via video

Available methods depend on your subscription plan.

Tips for Getting Help Faster

Write a Clear Subject

A good subject helps us understand and prioritize your request:

• Good: "Cannot save changes to documents - error 500"
• Less helpful: "Something is broken"

Provide Detailed Descriptions

Include:

• What you were trying to do
• What actually happened
• Any error messages you saw
• Steps to reproduce the issue

Attach Screenshots

A picture is worth a thousand words. Screenshots help us see exactly what you're experiencing and often speed up resolution significantly.

Link Related Records

If your issue involves a specific document, file, issue, or meeting in your workspace, link it to your case using the Related Records section. This gives our team immediate context.

Set Realistic Priorities

Reserve "Critical" for true emergencies. Accurately prioritizing helps us address the most urgent issues first and ensures everyone gets timely support.

Frequently Asked Questions

How long until I get a response?

Response times vary based on priority and our current volume. Critical issues are addressed immediately during business hours. Most cases receive an initial response within 24 hours.

Can I update my case after submitting?

Yes. You can edit the subject and description, add comments, and upload additional attachments at any time.

What if my issue is resolved?

Great! The support team will mark your case as "Resolved." If the issue returns or wasn't fully addressed, simply add a comment and we'll reopen it.

Can my team members see my support cases?

Support cases are visible within your workspace. Team members can view cases to avoid duplicate submissions and stay informed about ongoing issues.