# Report An Issue And Track Support

Use this guide to file a support request and follow the conversation until resolution.

## Before you start

* Preferred path: sign in and use `Dashboard > Support`.
* If you cannot sign in, use public support intake at `/support`.

## Signed-in flow (`Dashboard > Support`)

1. Open `Dashboard > Support`.
2. Click `Create support request`.
3. Choose:
   * Category
   * Priority
   * Area
4. Enter `Subject` and `Description` (include reproducible steps and expected behavior).
5. (Optional) Add a follow-up email.
6. Submit the request.
7. Select your request from `My support requests`.
8. Review status and conversation updates.
9. Use `Send follow-up` to add extra context or answer support questions.

## Public flow (`/support`)

Use this when you are signed out or helping an external user report an issue.

1. Open `/support`.
2. Fill in name, email, category, subject, and details.
3. Include organization name if relevant.
4. Complete CAPTCHA if shown.
5. Submit the request and wait for email follow-up.

## If something does not work

* Request submit blocked in dashboard: refresh and retry with a stable connection.
* Public submit blocked with security message: complete CAPTCHA (if shown) and retry.
* Too many requests error: wait and submit later (rate limit protection is active).
* Missing history/replies in dashboard: use `Refresh` in the support list.

## Helpful follow-ups

* Attach exact timestamps, request IDs, and steps to reproduce when replying.
* Keep one issue per ticket for faster triage.
* Use `urgent` priority only for production-blocking issues.

## Screenshot Checklist (GitBook Publishing)

* [ ] Capture `Dashboard > Support` list and create-request action.
* [ ] Capture create-request form with category/priority/area selections.
* [ ] Capture a submitted request in list with status badge.
* [ ] Capture conversation view with follow-up message area.
* [ ] Capture `/support` public form state.
* [ ] Redact names, emails, and organization identifiers.

## Screenshot Placeholders

* `TG-SUPPORT-01-context`: Dashboard support page with request list.
* `TG-SUPPORT-02-action`: Create support request modal before submit.
* `TG-SUPPORT-03-result`: Submitted request row with status badge.
* `TG-SUPPORT-04-conversation`: Request detail and follow-up message form.
* `TG-SUPPORT-05-public`: Public support form on `/support`.


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