Support tickets

If you need help with something in WEMASY, you can create a support ticket. The WEMASY team will review your request and respond directly. This article explains how to create, view, and manage your support tickets.

What is a support ticket?

A support ticket is a message you send to the WEMASY team. You can use it to report a problem, ask a question, or request assistance with your project. Each ticket is tracked so you can follow up on the progress of your request.

How to create a support ticket

There are two ways to create a support ticket in WEMASY.

From the floating WEMASY button

1. Click the floating WEMASY button in the bottom right corner of the screen.
2. Click the Help tab at the top of the popup.
3. Click New ticket.
4. Fill in the subject and description of your issue.
5. Submit the ticket.

From the account menu

1. Click your avatar or initials in the top right corner of the screen.
2. Select My Tickets from the account menu.
3. Click New ticket.
4. Fill in the subject and description of your issue.
5. Submit the ticket.

Viewing your tickets

To view all your existing tickets, click your avatar or initials in the top right corner of the screen and select My Tickets from the account menu. This opens a full overview of all your open and closed tickets.

Note: The floating WEMASY button only allows you to create new tickets. To view and manage your existing tickets, use My Tickets in the account menu.

Each ticket shows the subject, the current status, and the date it was created.

Ticket statuses

Each support ticket has a status that tells you where it is in the process:

• Open — Your ticket has been submitted and is waiting for a response.
• In progress — The WEMASY team is working on your request.
• Closed — Your ticket has been resolved.

Responding to a ticket

If the WEMASY team responds to your ticket, you will see the reply when you open the ticket. You can add additional messages to the same ticket if you need to provide more information or ask a follow-up question.

This keeps all communication about a specific issue in one place.

Tips for writing a support ticket

• Use a clear and specific subject line. For example, "Cannot publish my homepage" is more helpful than "Help needed."
• Describe the problem in detail. Include what you were trying to do, what happened, and what you expected to happen.
• If possible, include the name of the page or project where the issue occurred.

Tip: You can also use the feedback widget on the right side of the dashboard to share quick suggestions or report minor issues.