Support
Open and follow a Cintesa support request from your organization dashboard.
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Organization Owners and Admins can open Support from the top-level dashboard sidebar. Marketers and client portal users do not have access. Support is available to every organization; it is not a plan feature.
Open a request
- Open Support and choose New request.
- Add a short subject, then choose a category and priority.
- Describe what happened, what you expected, and how the issue affects your work. Markdown is supported.
- Optionally attach up to five files. Each file can be up to 10 MB. Supported files: PNG, JPG, WebP, GIF, PDF, TXT, LOG, CSV, and JSON.
- Choose Send request. The confirmation includes a
TKT-…number and arrives by email.
Use Urgent for outages and blocked work. Most requests are answered fastest as Normal.
Follow the conversation
Open a ticket to read the public conversation and send a reply. When Cintesa posts a public reply, the requester sees a Support sidebar badge, an inbox notice, and New reply on that request in the Support list. Opening the thread clears the requester’s unread state.
- Cintesa Assistant is a clearly labeled automated first answer. Choose Talk to a human if it does not solve the issue.
- Cintesa support identifies a reply from a person.
- Staff-only notes never appear in your dashboard or attachment links.
A reply to a ticket that is waiting on you or marked resolved returns it to the support queue. Resolved tickets close automatically after five days. Closed tickets are locked; choose Open a new request if you still need help.
Support is for your organization’s relationship with Cintesa. It is not the visitor-facing Support Desk Funnel that a project can configure for its own website visitors.
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