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File a help ticket

Send Neural Partners a ticket from inside Core when something is broken, you want a feature, or you need to know how to do something. The ticket form is on every page.

Verified Sources: NPW-4912

A ticket goes to the Neural Partners support team, with your email and the page you were on already attached.

Steps

  1. Select Help at the bottom of the sidebar. The ticket form opens in a panel at the side of the page.

    The bottom of the sidebar with Settings, Notifications and Help, and Help selected

  2. In Subject, type a short summary of the issue.

  3. Choose a Type.

  4. Choose a Priority.

  5. In Description, say what happened, what you expected, and the steps that led to it.

  6. Check the Auto-captured with your ticket box.

  7. Select Send ticket.

    The ticket form: Subject, Type, Priority and Description fields, the Auto-captured with your ticket box, and the Send ticket button

Good to know

Other ways to open the form

  • Select the help button, the question mark at the right end of the top bar.
  • Select the question mark at the top of the agent panel (Help & support). It isn’t there on Home, or while Privacy mode is on.

Type and priority

  • Type is Defect, Feature Request, How-To or General. Choose Defect when something is broken or not working as it should.
  • Priority is Low, Medium, High or Urgent. The form starts on Medium.
  • Subject and Description are required. Send ticket stays greyed out until both are filled.

What’s attached for you

  • Your email and the page you were on are added to every ticket.
  • You don’t type them and you can’t change them.

After you send

  • The form shows “Ticket received” and offers Submit another ticket. If you saw that, your ticket is with the Neural Partners support team.
  • The form says to expect a reply within 48 hours, usually.
  • To reach a particular person, name them in the Description.
  • Each ticket you send is recorded on its own. You don’t need to send it twice.

Screenshots

The form has no way to attach a file. Describe what you see in the Description. If a screenshot is essential, email it separately and mention your ticket’s subject.

If the ticket doesn’t send

  • “Could not reach the ticket system”: select Send ticket again. The form keeps what you typed.
  • “The ticket system rejected this submission. We have been notified.”: sending again won’t help. Contact Neural Partners directly and pass on your subject and description.

Who can do this

Any signed-in user, in any role, can file a ticket, with two exceptions:

  • If you’ve switched your assistant off in AI Settings, Help doesn’t open the form.
  • While Privacy mode is on, Help shows an Email support button instead.