# 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.

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

## Steps {#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](https://www.neuralpartners.ai/help/get-started/file-a-help-ticket/sidebar-help.png)

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](https://www.neuralpartners.ai/help/get-started/file-a-help-ticket/ticket-form.png)

## Good to know {#good-to-know}

### Other ways to open the form {#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-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 {#whats-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 {#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 {#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 {#if-the-ticket-doesnt-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 {#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.

## Related {#related}

- [Top bar overview](https://www.neuralpartners.ai/help/get-started/top-bar-overview/)
- [Home overview](https://www.neuralpartners.ai/help/get-started/home-overview/)