Get help without leaving InfraNest, and keep the whole conversation — question, replies, and resolution — in one place.
Overview
- Open a ticket, attach files, and get suggested help articles as you type.
- Follow replies right in the app, with a notification and (optionally) an email.
- Mark issues Resolved, reopen them if needed, and leave feedback that helps us improve.
Open a ticket
- Select Support in the menu, or Contact support where it's offered.
- Select New ticket.
- Give it a Subject and describe what's happening. As you type the subject, InfraNest suggests help articles that may answer it straight away.
- Attach anything useful — images, PDFs or logs, up to 5 files of 10 MB each. You can drag, drop or paste them into the ticket.
- Select Send ticket.
Follow the reply
- Select Support to see your Support tickets list, with each ticket's status and an Unread reply dot when we've answered.
- Select a ticket to open the conversation.
- Type your reply and select Send.
You'll also get:
- a notification in the app, and
- an email — unless you've turned support-reply emails off in My Profile → Notifications.
Resolve, or reopen a ticket
- Once your question is answered, select Mark resolved.
- If the same problem comes back within two weeks, reopen the ticket instead of starting fresh.
- After two weeks, start a New ticket so the history stays readable.
TipWhen a ticket is marked Resolved, you can leave a quick 👍 / 👎 and a comment. It's optional, but it genuinely shapes what we fix next.
Who can see what
- By default, you see only your own tickets.
- If your role includes permission to read all support tickets, the organization's Support tickets tab shows everyone's tickets — but replies are still sent from each requester's own view.
Tips
- Start typing your subject before writing the full description — InfraNest may surface a help article that solves it instantly.
- If you emailed us before you had an account, that conversation is matched to you automatically once the email addresses agree.
Troubleshooting
Note"Support isn't available right now" means the support desk is temporarily unreachable — it does not mean your message was lost. Wait a moment and try again.
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