Getting help from Lupa¶
How to open a support ticket with Lupa from Lupa Dash, and how to follow the conversation afterwards.
Contact support is in Lupa Dash, so admins and owners open and follow tickets. Technicians ask an admin. Before you write, check whether the problem is one you can fix yourself — see Troubleshooting.
Open a ticket¶
How it works. One message opens a ticket. A person at Lupa reads it and replies in the same thread. Describe what you were doing, what you expected, and what happened instead.
To open a ticket
- Choose Contact support near the bottom of the left rail.
- Write the problem under Your message.
- Choose Send message.
What you'll see. Thanks — your message reached the operator. The window stays open, and the ticket is at the top of Your tickets with an open badge, the date you raised it and the start of your message.
If the message is blank. Your browser asks you to fill in Your message, and a message of only spaces is refused with Please enter a message before sending. Nothing is sent.
If the message doesn't send. We couldn't send your message — please try again. Nothing was created; send it again.
If you have no tickets. Your tickets reads No open tickets. The list shows every ticket raised from your company, open and closed, newest first, so that line means there are none at all.
Follow a ticket¶
How it works. A ticket is a conversation. Your messages sit on the left and Lupa's replies on the right. Beneath your first message, Lupa Assistant lists Suggested fixes from your account's current state — the same checks as the Contact support list, worked out again each time you open the ticket, so they change as your account does.
Lupa does not send you an email or a notification when a reply arrives. Open Contact support to check your tickets.
To read and reply to a ticket
- Choose Contact support.
- Under Your tickets, choose the ticket.
- Read down the thread.
- Write under Reply and choose Send reply.
- Choose ← Back to my tickets to return to the list, or Close to shut the window.
What you'll see. Your reply at the end of the thread. A blank reply is refused with Please enter a message before sending.
If there are no suggestions. The assistant reads No suggested fixes right now — an operator will follow up here. Nothing is waiting on you.
If the reply doesn't send. We couldn't send your reply — please try again.
If the ticket is closed. It stays in Your tickets with a closed badge, and you can still reply — but replying doesn't reopen it, and a reply on a closed ticket may not be seen quickly. Only Lupa can reopen a ticket. If something still needs an answer, open a new ticket from Contact support instead.
What happens after you send¶
A person at Lupa reads your ticket and replies in the thread. Once the problem is dealt with, they close the ticket, and its badge changes to closed. Check Your tickets for replies.