# Support tickets

When Theo, the VitalSentinel AI assistant, cannot answer, the VitalSentinel team can. A support ticket sends your question to the team. You write, read and manage your tickets in the Theo chat.

## Ways to open a ticket [#ways-to-open-a-ticket]

- In a conversation with Theo, click **Send to the team** or **Talk to the team**. The ticket can include the conversation.
- In the **Chat settings** menu, click **Write to the team**.
- On the **Tickets** tab of **Your conversations**, click **New ticket**.

You can also type "talk to a human" or "contact support" in the **Ask Theo** box. Theo then offers to pass the question to the team.

## Send a conversation to the team [#send-a-conversation-to-the-team]

When you click **Send to the team** or **Talk to the team**, a form opens in the conversation. The heading is "Send this to the team?". The text says "Your question goes as written. Change any detail below first." A line under it shows the workspace and the domain.

1. In **Category**, keep the category that Theo selected, or select another one.
2. In **Subject**, keep the subject that Theo wrote, or change it.
3. Optional: in **Anything to add?**, add detail for the team.
4. Keep **Include this conversation** selected to attach the conversation.
5. Optional: click **Add a file** to attach a screenshot or a log.
6. Click **Send to the team**.

To cancel, click **Not now**.

### Include this conversation [#include-this-conversation]

When **Include this conversation** is selected, the team sees what you asked and what Theo answered. To read the text that goes with the ticket, open **What gets attached**. Clear **Include this conversation** to send only your question and your note.

### After you send [#after-you-send]

The conversation shows "Ticket #[number] opened. Replies land in Your tickets." Click **Open ticket** to see it. Later, the conversation shows "This conversation was sent to the team." You can send each conversation to the team only once.

If the ticket cannot be sent, VitalSentinel shows "Couldn't send this to the team".

## Write a new ticket [#write-a-new-ticket]

**Write to the team** and **New ticket** open the **New ticket** form. The form says "Tell us what is going on in your own words. We add the page you are on for you."

1. In **Category**, select a category.
2. In **Workspace**, select a workspace.
3. Optional: in **Domain**, select a domain.
4. In **Describe the problem**, write what happened and what you expected.
5. If the category is **Bug Report**, optionally fill in **Steps to reproduce**.
6. Check **Subject**. VitalSentinel takes it from your first line.
7. Optional: click **Add a file**.
8. Click **Send to the team**.

The description needs at least 10 characters. The subject needs at least 5 characters. While you type, a **Might answer it** list shows docs pages that match your words.

### Categories [#categories]

| Category | Use it for |
|---|---|
| **General Inquiry** | Questions about the product |
| **Technical Support** | Help with setup or a module |
| **Billing & Payments** | Your plan, invoices and payments |
| **Bug Report** | Something in the app does not work as expected |
| **Data and privacy** | Questions about your data and privacy |

**Technical Support** and **Billing & Payments** need a workspace on a paid plan. For these categories, the **Workspace** list shows only paid workspaces. If you have none, it shows "No paid workspaces". For the other categories, you can select **None**.

## Attachments [#attachments]

You can attach files to a ticket and to a reply. The hint under the button says "Images, video, PDF or logs · up to 10 MB each". A file over 10 MB shows the message "[file] is too large – the limit is 10 MB". When you send a conversation to the team, you can attach up to 10 files.

To remove a file before you send, click the remove button on the file. Click a file in a ticket to download it.

## Your tickets [#your-tickets]

To see your tickets, open **Chat settings** > **Your tickets**. You can also open the **Tickets** tab of **Your conversations**.

- **Search tickets** finds tickets by subject or ticket number.
- **Active** shows the tickets that are not resolved or closed. **All** shows all tickets.
- Each row shows the subject, the status, the ticket number and the time of the last change.
- The list shows 10 tickets on each page.

If you have no tickets, the list shows "No tickets yet" and "Have a question or a problem? Send it to the team." If your search finds nothing, it shows "No tickets match" and "Try a different search or filter."

### Ticket status [#ticket-status]

| Status | Meaning |
|---|---|
| **Open** | The team has your ticket |
| **In progress** | The team works on your ticket |
| **Waiting for you** | The team needs an answer from you |
| **Resolved** | The team thinks that the problem is solved |
| **Closed** | The ticket is closed |

## Read and reply to a ticket [#read-and-reply-to-a-ticket]

Click a ticket to open it. The top row shows the status and the category. Click **Details** to see the workspace, the domain, the creation date, the steps, the page and the browser.

Messages from the team show the name of the team member, or **VitalSentinel support**. Your messages show **You**.

1. Type your reply in the **Reply to the team** box. A reply can have up to 10,000 characters.
2. Optional: click the paperclip to attach files.
3. Press Enter to send.

VitalSentinel shows "Reply sent". If a ticket is **Resolved**, the line "Replying will reopen this ticket." shows above the box.

### Ticket emails on or off [#ticket-emails-on-or-off]

Each ticket has its own email setting. Open **Details** and use the **Email me about updates to this ticket** switch. VitalSentinel shows "You will get emails about this ticket" or "Emails about this ticket are off".

### New replies [#new-replies]

When the team replies, the Theo button shows a red number with the count of new replies. A ticket reply bubble also shows above the Theo button. See [Tips from Theo](/theo/tips#ticket-reply-bubble).

## Close and reopen a ticket [#close-and-reopen-a-ticket]

To close a ticket, click **Close this ticket** below the reply box. VitalSentinel shows "Ticket closed".

A closed ticket shows "This ticket has been closed.". To reopen it, click **Reopen ticket**. You can reopen a closed or resolved ticket for 72 hours after it was closed or resolved. VitalSentinel shows "Ticket reopened".

## Troubleshooting [#troubleshooting]

### Why can I not select Technical Support for my workspace? [#why-can-i-not-select-technical-support-for-my-workspace]

If the **Workspace** list shows "No paid workspaces", your workspaces are on the Free plan. **Technical Support** and **Billing & Payments** need a paid plan. Select **General Inquiry** or **Bug Report**, or see [Billing](/workspace/billing).

### Why is there no Reopen ticket button? [#why-is-there-no-reopen-ticket-button]

If more than 72 hours passed since the ticket was closed or resolved, you cannot reopen it. Write a new ticket instead.

### Why does Send to the team not show? [#why-does-send-to-the-team-not-show]

If the conversation was already sent to the team, it shows "This conversation was sent to the team." Click **Open ticket** to continue in the ticket.

## Related [#related]

- [Ask Theo](/theo/asking-theo) - conversations with Theo.
- [Tips from Theo](/theo/tips) - ticket reply bubbles.
- [Theo and Your Privacy](/theo/privacy) - what the team sees, and how long VitalSentinel keeps tickets.
- [Consultations](/help/consultations) - book a video call with an expert.
- [Troubleshooting](/help/troubleshooting) - fixes that you can try first.