> ## Documentation Index > Fetch the complete documentation index at: https://docs.parallellabs.app/llms.txt > Use this file to discover all available pages before exploring further. # Support > Need help? We're here for you! The Support page lets you submit questions, report issues, and track your support requests. Need help? We're here for you! The Support page lets you submit questions, report issues, and track your support requests. > Depending on your account, clicking **Support** may open the in-app ticket form described here or take you to your provider's dedicated support channel (help desk, email, or community). Either way, it's the fastest path to reach the right team. *** ## Submitting a Support Ticket 1. Click **Support** in the sidebar 2. Click **Create Ticket** (or the **+** button) 3. Fill out the form: * **Subject:** A brief description of your issue * **Category:** Select what type of help you need * **Description:** Explain your issue in detail * **Attachments:** Add screenshots or files if helpful 4. Click **Submit** You'll receive a confirmation, and our team will respond as soon as possible. *** ## Writing a Good Support Request The more details you provide, the faster we can help. Include: **For bug reports:** * What you were trying to do * What happened instead * Steps to reproduce the issue * Screenshots or screen recordings * Which browser you're using **For questions:** * What you're trying to accomplish * What you've already tried * Any error messages you've seen **Example of a good ticket:** > **Subject:** Can't upload PDF to Knowledge Base > > **Description:** I'm trying to upload a PDF document to my Knowledge Base but it fails every time. Here's what happens: > > 1. I click "Upload Document" > 2. I select my PDF file (attached) > 3. The progress bar reaches 100% > 4. Then I see "Upload failed" error > > The file is 2.5MB. I'm using Chrome on Mac. > > \[screenshot attached] *** ## Choosing the Right Category | Category | When to Use | | ------------------- | ----------------------------------------------- | | **Bug Report** | Something isn't working correctly | | **Feature Request** | You'd like us to add something new | | **Account** | Login issues, password problems, account access | | **Billing** | Questions about charges, subscriptions, refunds | | **Integration** | Problems connecting to other tools | | **General** | Anything else | *** ## Checking Your Ticket Status To see updates on your tickets: 1. Go to **Support** in the sidebar 2. Your open tickets appear in the list 3. Click on a ticket to see the full conversation ### Ticket Statuses | Status | What It Means | | ------------------ | --------------------------------------- | | **Open** | We've received it and will respond soon | | **In Progress** | We're actively working on it | | **Waiting on You** | We need more information from you | | **Resolved** | The issue has been addressed | | **Closed** | The ticket is complete | *** ## Responding to Support When we reply to your ticket: 1. You'll receive an email notification 2. Click the link in the email, or go to Support in the app 3. Click on your ticket 4. Type your response in the reply box 5. Click **Send** *** ## Searching Your Tickets Looking for an old conversation? 1. Go to **Support** 2. Use the search bar at the top 3. Type keywords from your issue 4. Matching tickets will appear *** ## Response Times We aim to respond to all tickets within: | Priority | Response Time | | -------------------------------- | --------------- | | Critical (can't use platform) | Within hours | | High (feature broken) | Within 24 hours | | Normal (questions, minor issues) | Within 48 hours | | Feature requests | Reviewed weekly | **Tip:** If your issue is urgent, mention it in the subject line (e.g., "URGENT: Can't access my account"). *** ## Self-Service Help Before submitting a ticket, you might find your answer in: * **This documentation** - Browse the guides for your feature * **In-app tooltips** - Hover over (?) icons for quick help * **FAQ sections** - Check the bottom of each documentation page *** ## Common Issues & Quick Fixes ### "I can't log in" * Make sure you're using the correct email * Try resetting your password * Clear your browser cache and cookies * Try a different browser ### "My changes aren't saving" * Check your internet connection * Refresh the page and try again * Make sure you clicked the Save button (some forms require this) ### "A feature is missing" * Check if the feature is locked (requires upgrade) * Make sure you have the right permissions * Verify you're in the correct company ### "I'm seeing an error message" * Take a screenshot of the error * Note what you were doing when it appeared * Submit a ticket with these details *** ## Feedback & Feature Requests We love hearing your ideas! To suggest a new feature: 1. Go to **Support** 2. Create a ticket with category **Feature Request** 3. Describe what you'd like to see and why it would help you 4. We review all suggestions and prioritize based on demand *** ## Frequently Asked Questions **Q: Can I call support?** A: We currently offer support through tickets only. This helps us track issues and provide thorough responses. **Q: How do I escalate an urgent issue?** A: Include "URGENT" in your subject line and clearly explain the business impact. **Q: Can I reopen a closed ticket?** A: Yes, simply reply to the ticket and it will reopen automatically. **Q: Who can submit support tickets?** A: Any user with an account can submit tickets for issues they're experiencing. *** ## Next Steps * [Manage Your Profile →](/global-features/profile) * [Manage Companies →](/global-features/companies) * [Back to Main Guide →](/getting-started)