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Help Center & Support Tickets

How to get help and track support requests through our ticketing system

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Introduction

The Help Center provides a private support ticket system for reporting issues, requesting assistance, and tracking your support requests. All communication is secure and handled through in-app notifications.

Why It Exists

Rather than relying on scattered emails or external support platforms, the Help Center centralizes all support interactions. It ensures:

  • Organized tracking of all your issues
  • Clear communication history with support team
  • Automated notifications for status updates
  • Faster resolution times through structured workflows

Accessing the Help Center

You can access the Help Center from multiple places:

  • Main navigation: Click Help Center in the header
  • Dashboard sidebar: Click My Tickets
  • Direct URL: Visit /help-center

Creating a Support Ticket

Step 1: Navigate to Ticket Creation

From the Help Center landing page, click Create New Ticket or use the My Tickets → New Ticket button.

Step 2: Select Issue Type

Choose the category that best describes your issue:

  • Bug: Something isn't working as expected
  • Data: Issues with GitHub, LeetCode, or LinkedIn data synchronization
  • Billing: Questions about subscriptions or payments
  • Access: Login, permissions, or account access problems
  • Other: General questions or feedback

Step 3: Specify Affected Feature

Select which feature is experiencing the issue from the dropdown menu. This helps our support team quickly route your ticket to the right specialist.

Step 4: Write a Clear Subject

Provide a brief summary of your issue (minimum 10 characters, maximum 200). Be specific—good examples:

  • "GitHub analytics not updating since yesterday"
  • "Unable to access LeetCode stats after connection"
  • "Resume builder PDF download failing"

Step 5: Describe the Issue

Provide detailed information about what's happening:

  • What were you trying to do?
  • What actually happened?
  • What did you expect to happen?
  • When did this start occurring?
  • Steps to reproduce (if applicable)

The description must be at least 50 characters and can be up to 2,000 characters. You can use the Preview toggle to see how your description will appear.

Rate Limiting

To prevent spam, ticket creation is limited to 5 tickets per day per user. If you reach this limit, you'll need to wait until the next day to create additional tickets.

Tracking Your Tickets

Viewing All Tickets

Navigate to Help Center → View My Tickets to see all your support requests. You can:

  • Search by ticket ID or subject
  • Filter by status (All, Open, In Review, Resolved, Closed)
  • See ticket priority and creation date

Ticket Statuses

Your ticket moves through different statuses as our support team works on it:

  • Open: Ticket created and waiting for admin review
  • In Review: Admin is actively investigating your issue
  • Awaiting User: Support team needs more information from you
  • Resolved: Issue has been fixed or answered
  • Closed: Ticket is archived (no further action)

Status Timeline

Each ticket detail page shows a visual timeline of status progression, making it easy to see where your ticket stands.

Communicating with Support

Viewing Ticket Details

Click any ticket to view its full details, including:

  • Original description
  • All messages exchanged
  • Current status and priority
  • Assignment information (if applicable)

Replying to Support

When the support team responds to your ticket, you'll receive an in-app notification. Click the notification or visit the ticket directly to:

1. Read the admin's response 2. Type your reply in the message box 3. Click Send Reply to respond

Your message will be added to the conversation thread and the support team will be notified.

Message Threading

All communication is threaded chronologically, with clear indicators showing:

  • Your messages (standard appearance)
  • Support team messages (blue accent, "Support Team" badge)
  • Timestamps for each message

Auto-Scroll

The ticket detail page automatically scrolls to the latest message, keeping you focused on the most recent communication.

Notifications

When You're Notified

You'll receive in-app notifications when:

  • Admin responds to your ticket
  • Ticket status changes
  • Ticket is marked as resolved

Accessing Notifications

Click the notification bell icon in your dashboard to see all notifications. Notifications link directly to the relevant ticket.

Closing Tickets

When Status is Resolved

Once the support team marks your ticket as Resolved, you can review the solution and close the ticket if you're satisfied.

How to Close

1. Navigate to the resolved ticket 2. Verify the issue is fixed or your question is answered 3. Click the Close Ticket button

Closed Ticket Behavior

After closing a ticket:

  • Status changes to Closed
  • You cannot add new messages
  • The ticket remains visible in your ticket history
  • Resolution notes are permanently displayed

Priority Levels

Tickets are automatically assigned priority based on issue type:

  • Critical: Access issues (you can't use the platform)
  • High: Bugs and billing issues (features broken or payment problems)
  • Medium: Data sync issues (incorrect or missing data)
  • Low: General questions and other inquiries

Priority helps our support team triage and respond to urgent issues faster.

Best Practices

Writing Effective Tickets

  • Be specific: "Login fails with 'Invalid credentials' error" is better than "I can't log in"
  • Include details: Browser version, operating system, timestamps
  • Attach context: Mention what you were doing before the issue occurred
  • One issue per ticket: Don't combine multiple unrelated problems

Response Time Expectations

  • Most tickets receive an initial response within 24 hours
  • Complex issues may require investigation and take longer
  • You'll always be notified of progress via status updates

Following Up

  • If you don't receive a response within 48 hours, check your ticket status
  • Add a reply to bump the ticket if needed
  • Provide requested information promptly to avoid delays

Admin Workflow (For Reference)

Understanding how support works behind the scenes:

1. Ticket Created: Admin team sees new ticket in support dashboard 2. Assignment: Ticket assigned to appropriate admin 3. Investigation: Admin reviews your issue and context 4. Response: Admin sends message (you receive notification) 5. Collaboration: Back-and-forth until issue is understood 6. Resolution: Admin implements fix or provides answer 7. Status Update: Ticket marked as resolved 8. Closure: You close the ticket once satisfied

Admins can also add internal notes (hidden from users) to coordinate with other team members on complex issues.

Security & Privacy

  • All support tickets are private and only visible to you and the support team
  • Ticket data is encrypted in transit and at rest
  • Support staff have strict confidentiality policies
  • Your personal information is never shared outside the support team

Frequently Asked Questions

Can I reopen a closed ticket?

Currently, closed tickets cannot be reopened. If you encounter the same issue again after closing, create a new ticket and reference the old ticket ID for context.

Will I get email notifications?

Currently, all notifications are in-app only. Check your dashboard notification bell regularly for updates.

Can I attach files to tickets?

File attachments are not currently supported. Describe your issue in detail using text, and support may request specific information if needed.

What if my issue is urgent?

Access issues (you can't log in) and billing issues are automatically marked as high priority. For other urgent matters, clearly state the urgency in your ticket description.

How do I check ticket history?

All your tickets remain in the My Tickets dashboard indefinitely, even after being closed. Filter by status to find old tickets.

Can I delete a ticket?

Tickets cannot be deleted to maintain support record integrity. If you created a ticket by mistake, simply close it with a note explaining it was created in error.

Getting Help with the Help Center

If you have trouble using the Help Center itself, you can:

  • Create a ticket selecting Other as the issue type
  • Describe your Help Center issue in the ticket
  • The support team will assist you

Go to Help Center →

View My Tickets →