Getting Support

Getting Support

Something not working, or stuck on a payment, booking or your account? Open a support ticket and the Informativ team will answer you on it.

Opening a Ticket

Go to Dashboard → Support → New Request. Give it a subject, pick the area it's about (Payments, Bookings, Events, Equipment, My account and so on) and how urgent it is, and describe what happened. Each ticket gets a reference like SUP-000123.

Want something new rather than a fix? Use Feature Requests instead.

Talking to the Team

• The conversation lives on the ticket's page. While you have it open, new replies from the team appear on their own within a few seconds, with no need to refresh. You also get a notification and an email for every reply.
• Reply on the same page while the ticket is Open or Pending.
• Only you and the Informativ support team can see your tickets.
• You can do all of this in the mobile app too: menu → Support → Support Tickets. The app sends you a push notification when the team replies, and tapping it opens the ticket.

What the Statuses Mean

Open: waiting for the team. Pending: the team has replied and is waiting for you (replying sets it back to Open). Resolved: the team believes it's sorted. Closed: finished. You can close a ticket yourself from its page; open a new one if you need more help later.

For Admins

The queue is at Dashboard → Support Tickets: filter, assign, change status and reply there. If the platform is connected to the team's self-hosted Fluxer chat (Settings → API Keys → Fluxer), every ticket also gets a private staff channel showing the report and every reply as it happens. In that channel, start a message with !reply to answer the customer: it reaches their ticket within about 15 seconds and they're notified. Anything else you type there stays between staff. !resolve marks the ticket resolved. Status and assignment changes are posted in the channel, a closed ticket's channel moves to the closed-tickets category, and it's deleted 30 days after the ticket closes. The ticket and its conversation stay on the platform either way. Each ticket's page has an Open in Fluxer button, or Create Fluxer channel if it doesn't have one yet.