Opening a support ticket Guide

A support ticket is the reliable way to reach the Praxivara team when you need a person. Every plan can open one, and replies are handled over email so you always have a written record to follow up on.

Who can open a ticket

Everyone. Regardless of your plan, you can submit a support ticket and get help from our team. Live chat is included on higher plans, but a ticket is available to all customers and works just as well for most questions.

You can open a ticket whether you are signed in or browsing the Help Center while logged out. When you are signed in, your ticket is automatically tied to your account, which helps us respond faster.

How to open a ticket

1. Look for the help bubble in the bottom corner of any Praxivara page, or open the support widget from the Help Center.
2. Click it to open the widget. From here you can search articles or start a new conversation.
3. Choose to open a ticket (or start a conversation, which can be turned into a tracked ticket).
4. Describe your issue clearly and submit. If you are signed in, your account details are attached for you.

Tip: The support widget appears on customer-facing pages and on the Help Center itself. If you are already chatting with the team over live chat, that conversation can be converted into a ticket so nothing is lost when the chat ends.

What to include

A clear ticket gets a clearer answer. The more context you give up front, the fewer back-and-forth replies it takes to resolve. Where relevant, include:

• What you were trying to do — the task or goal, in plain terms.
• What happened instead — the error, unexpected result, or behavior you saw.
• Where it happened — the page, feature, agent, or integration involved.
• When it started — whether it is new, intermittent, or ongoing.
• Steps to reproduce — how we can see the issue ourselves, if you can.
• The email on your account — so our reply reaches you (check this if you are logged out).

You do not need to include passwords, full payment card numbers, or other sensitive credentials. Our team will never ask for these in a ticket.

What happens after you submit

Once your ticket is in, our team replies by email. You can continue the conversation simply by replying to that email, which keeps everything in one thread for easy reference later.

Your plan sets a target first-response time, so you know roughly what to expect. Higher plans carry faster targets, but every plan receives the same quality of help — the difference is speed and, on plans that include it, the option of live chat. Response targets are about how quickly we get back to you, not the answers you receive.

If you do not see our reply

If a response seems slow to arrive, check your spam or junk folder and confirm the email address on your account is current. You can also return to the support widget to review your conversation history.

Before you open a ticket

For many questions, you can get an answer immediately without waiting for a reply:

• Search the Help Center — browse FAQ, troubleshooting, and account, billing, and security articles, and follow step-by-step guides to resolve common issues yourself.
• Ask the AI assistant — ask a how-to or troubleshooting question directly in chat. The assistant searches Praxivara's official Help Center and Documentation and summarizes the relevant articles with links, so you often get what you need on the spot.

If the answer is not there, or you would rather talk to a person, opening a ticket is always the right next step.