Support & Ticketing
Tessell offers two ways to reach the support team: ticketing (async) and live chat (conversational). Both are accessible directly from the Tessell GUI without leaving the product.
Frequently Asked Questions
Q: How do I create a support ticket in Tessell?
A: Use the Report a Problem button in the Tessell GUI:
Click "Report a Problem" in the bottom-left corner of any page.
Tessell automatically captures a screenshot of the current page and opens a dialog.
Enter a Subject that clearly describes the problem (required).
Add a Description with additional context (optional but recommended).
Optionally edit the screenshot to highlight the specific area of concern.
Submit the ticket — the Tessell support team will pick it up.
Tip: A descriptive subject line speeds up triage. Example: "Oracle DB service stuck in UPDATING state after patch" is more actionable than "DB not working".
Q: How do I start a live chat with Tessell support?
A: Use the Get Started button to open the Tessell resource center:
Click "Get Started" in the bottom-right corner of any page.
The Tessell resource center panel opens.
Click the chat icon in the bottom-right corner of the resource center.
A chat box opens — type your message to begin a live conversation with the support team.
Q: What is the difference between Ticketing Support and Conversational Support?
A:
Best for
Detailed issues, bugs, escalations
Quick questions, guided walkthroughs
How to access
"Report a Problem" (bottom left)
"Get Started" → chat icon (bottom right)
Response style
Async — tracked ticket with lifecycle states
Synchronous — live chat with a support agent
Screenshot
Auto-captured at time of submission
Not captured automatically
Q: Is a description required when creating a ticket?
A: No, description is optional. However, providing more context — such as steps to reproduce, error messages, or the time the issue occurred — helps the support team resolve your ticket faster.
Q: Can I attach or annotate a screenshot in a ticket?
A: Yes. When you click "Report a Problem", Tessell automatically captures a screenshot of the current page. The ticket dialog lets you edit the screenshot (highlight areas, draw attention to specific elements) before submitting.
Q: Where can I email Tessell support?
A: You can reach the support team by email at support@tessell.com.
Support Channels Summary
Ticket
"Report a Problem" — bottom left of the GUI
Bugs, feature requests, escalations
Live Chat
"Get Started" → chat icon — bottom right
Quick questions, onboarding help
support@tessell.com
Offline / outside of product access
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