Getting help

When something isn't working, the fastest path to a fix is to open a support ticket inside MindWeaveBoard. The team sees it, you get a ticket number to track it by, and you'll receive an email every time we reply or resolve.

This page is the overview. For the lifecycle and SLA details see Ticket lifecycle and SLA by plan.

Where to open a ticket

Click Support in the sidebar (the lifebuoy icon, below your workspaces). You land on your ticket list. Click New ticket at the top right.

The form asks for:

• Category — bug, feature request, data issue, billing, account, or general. Picking the right category routes the ticket to the right team faster.
• Priority — Low, Medium, High, or Critical. Be honest; the team triages anyway.
• Subject — a one-line summary of the issue.
• Description — what you were trying to do, what happened, anything else we should know.

Submit. You're redirected to the ticket page with a reference number (e.g., MWB-00042). You'll also receive a confirmation email.

Following up

The ticket page is a thread, like email but in-app. Type a follow-up message and hit Send reply — it's added to the conversation and the support team gets notified.

Anyone in your organisation with access to the ticket can post. By default that's just you (the reporter) and the support team; a teammate would need an admin to add them.

What happens next

A ticket moves through five statuses:

1. Open — you just created it. Sitting in the support queue.
2. Acknowledged — the team has read it. The response SLA is met.
3. In progress — actively being worked on.
4. Resolved — fixed or answered. You get an email with the resolution; you can re-open if the issue persists.
5. Closed — final state after a few days without a re-open.

You can see the current status at the top of the ticket page.

How fast we respond

Response and resolution targets are tied to your plan. Enterprise customers get the fastest SLAs; Personal customers get a fair-effort response. The full matrix is on SLA by plan.

Alternatives

For things that aren't really tickets:

• Enterprise sales / pricing — use the enterprise inquiries form. That routes to sales, not support.
• Bugs you've debugged yourself — file them anyway; we'd rather know.
• Feature requests — open a ticket under the Feature request category. We track those into the roadmap discussion.
• Account security concerns — open a Critical-priority ticket under Account. We treat these as P0.

Related

• Ticket lifecycle — what each status means in detail.
• SLA by plan — response times by tier.
• Enterprise inquiries — sales contact form.
• FAQ — answers to common questions before you open a ticket.