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Getting help and reporting a problem

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When something in 1pm is not doing what you expect, or you cannot find where a thing lives, open a help ticket. It goes to a real person, you get a private link to watch it, and you can reply on the thread without an email chain going missing.

This article covers how to open one, what happens next, and what to put in it so the answer comes back on the first reply rather than the third.

Opening a ticket

Help in the top bar opens the help centre in a new tab. From there, Open a help ticket on the front page, or the same link at the foot of any article.

The form asks for five things, four of them compulsory:

  • Your name and email. The email is where the tracking link goes, so use one you can open.
  • What's it about? A topic, from a short list: account and billing, events, run of show, sharing and the live link, RSVPs, files and uploads, spaces, a bug, a feature request, or other. It routes the ticket, so a rough match is fine, but it has to be picked: the form won't submit on "Choose a topic…".
  • What's happening. The detail. Between 10 and 5000 characters, so a two-word message is refused.
  • A screenshot, optional but usually the fastest thing in the form. One image, up to 8 MB, in more or less any format a phone or laptop produces including an iPhone HEIC. It is resized in your browser before it is sent, so a big photo does not mean a slow upload.

As you type, the form quietly suggests help articles that match what you are describing. Worth a glance, because plenty of tickets turn out to be a setting somebody could not find, and an article answers that now rather than tomorrow.

Tickets are welcome from every account, including trials and beta accounts. Paid accounts are answered first.

If you're signed in to 1pm in the same browser when you submit, the ticket is quietly linked to your account, so nobody has to ask you which one it is. Nothing on the form says so, and there's nothing to tick.

What to put in it

The message box asks three questions on purpose: what were you trying to do, what happened, and what did you expect. Answering those three is almost always enough.

The two additions that save a round trip:

  • Name the event, quote or contact, by its actual name. "The Henderson wedding" lets somebody look at the record. "An event" does not.
  • Say what you clicked, in order. A problem that can be reproduced is usually fixed the same day. One that cannot has to be guessed at.

If it is a bug, a screenshot of the actual screen, error message included, is worth several paragraphs.

Tracking it

Submitting gives you a private link, and emails you the same link. Open it any time to see where the ticket has got to. It needs no password: the link itself is the key, so keep it to yourself, and there is no way to browse from one ticket to another.

The page carries a status:

  • Open, waiting on us. With you shortly. Most tickets are answered within a day.
  • Replied. There is an answer on the thread.
  • Closed. Finished.
  • Cancelled. You withdrew it.

Leave that page open and a reply appears on it within about twenty seconds of being written, so you do not have to keep refreshing or watching your inbox.

Replying, and cancelling

There's a box at the bottom of the page for as long as the ticket is still live. On one nobody has answered yet it's headed Add more detail, for the thing you forgot. Once there's an answer on it, the same box is headed Reply. Either way the button under it says Send, and either way you can attach a screenshot on the same terms as the original. Replies are capped at 8000 characters.

Replying to a ticket that had been answered puts it back in the queue, so nothing is lost by responding to a reply that did not quite solve it.

If you work it out yourself before anyone gets to it, Cancel my ticket closes it off. There is a confirmation step, and you can open a fresh one any time.

Before you open one

Two things worth a look first, because they answer a fair share of tickets on the spot.

Search the help centre. It is a long way past the obvious articles now, and most of what people ask about has one.

If something looks broken across the whole app rather than on one screen, check The "this service is unavailable" message and Supported browsers and devices first.

For anything about a charge, a plan change or a refund, Refunds and changing plans covers what can be done from inside your account without a ticket at all.

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