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Help: start a conversation, replies in app/dashboard and by email

You might be here because: “how do I contact support” · “where do I see the reply to my ticket” · “sign in to message support” · “3 open, can’t start a new conversation” · “what does a help message send” · “support limit reached” · “my server has no support inbox” · “open a ticket” · “contact support”

Short answer

Open Help in the desktop app or the dashboard and start a conversation: a subject (optional) and a message of up to 8,000 characters. Our replies appear in Help, and a copy is sent to your account email address. Conversations started by email continue by email and are not listed in Help. Conversations belong to the account that wrote them.

Check first

  • Signed in? Help shows “Sign in to message support” otherwise.
  • Email verified? Creating a conversation needs a verified address, because the reply copy goes there.
  • Self-hosted server? Its Help has no composer: write to [email protected] instead.

Likely causes and fixes

  1. “3 open” and no new-conversation button. At most three conversations can be open at once; close one that’s resolved, or reply inside an existing one.
  2. “support_limit_reached” / too many. Limits: 3 open, 5 new an hour, 30 messages a day, one new conversation every 10 seconds. Messages already sent are safe; wait the time given.
  3. Subject too long / message cut off. Subject up to 200 characters, message up to 8,000; the subject defaults to your first line.
  4. What a message sends. The app and the dashboard send what you type: the message, and the subject and topic if you give them. Nothing else is attached, so if your question is about a session or a profile, include its id in the message; Get help with this session opens Help with the ids shown for you to copy. Include any error message you saw and when it happened. Do not include passwords, API keys or proxy credentials: a value Driftstack recognises as a credential is removed before storage, but one written in any other form is stored as written.
  5. Where the reply lands. In Help, and as a copy by email from [email protected] to your account email address. Writing again reopens a closed conversation.
  6. Teammate can’t see my conversation. Expected: a teammate’s question is theirs; the workspace is context only.

If it still fails

If Help itself won’t send, email [email protected] with what you tried. Billing, refunds, account access, and anything security/privacy/legal are always answered by a person, never by the assistant.