Settings, operations & compliance

Support tickets — reaching a human

When something is wrong and the documentation doesn't resolve it, open a support ticket: Help → “Open a support ticket” (the red button under the topics list). Tickets go to the people who run the platform for you, and the whole conversation happens right here.

1. Pick what the ticket is about (a problem, a question, a feature you're missing — or a custom integration request), write it in your own words, send.
2. You'll get replies both by email and here: “My tickets” next to the same button lists every ticket with its thread, and a red dot on the Help bell means a reply is waiting.
3. Reply in the thread as often as needed — the same person stays on your ticket.

• Some requests (e.g. a technician signing in to your deployment, or SSH access on self-hosted hardware) come back as an explicit consent question in the ticket — nothing of the sort ever happens without your recorded yes, and you can edit or withdraw the consent for as long as the ticket is open.
• Occasionally the operator opens a ticket TO you (marked “from Naxis” — e.g. a heads-up about your deployment); it shows up in the same place with the same red-dot signal.
• The “Don't see the tool you use?” card in the source and channel catalogs opens a pre-filled integration-request ticket — asking costs nothing and steers what gets built next.

Last updated 29 Aug 2026