> For the complete documentation index, see [llms.txt](https://docs.tessell.com/tessell/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tessell.com/tessell/faq/support.md).

# 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:

1. Click **"Report a Problem"** in the bottom-left corner of any page.
2. Tessell automatically captures a screenshot of the current page and opens a dialog.
3. Enter a **Subject** that clearly describes the problem (required).
4. Add a **Description** with additional context (optional but recommended).
5. Optionally edit the screenshot to highlight the specific area of concern.
6. 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:

1. Click **"Get Started"** in the bottom-right corner of any page.
2. The Tessell resource center panel opens.
3. Click the **chat icon** in the bottom-right corner of the resource center.
4. 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:**

|                    | Ticketing Support                            | Conversational Support                       |
| ------------------ | -------------------------------------------- | -------------------------------------------- |
| **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

| Channel       | Access                                      | Use When                            |
| ------------- | ------------------------------------------- | ----------------------------------- |
| **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    |
| **Email**     | <support@tessell.com>                       | Offline / outside of product access |


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