Getting support

If you have a question or something's broken, you can open a support ticket directly from the app. Tickets are persistent — replies show up both in your email and in the app, so you don't have to fish through inboxes.

Opening a ticket

You can start a ticket two ways:

From the Help section. Go to Help in the sidebar. At the bottom of the page (and at the top, if you already have open tickets), there's a Contact support button. Clicking it opens the form.
From a problem page. Same Contact support button — but if you click it while you're already on, say, an item view page or a box view page, we capture the context. The admin will see "About: Item: Lego Train" on the ticket so they don't have to ask "which item?".

The form

Four fields:

Subject — one-line summary. Keep it short and specific. "Can't print QR labels on Safari" is better than "Help".
Category — picks how the ticket is triaged: Account, Billing, Technical, Feature request, or Other. If you're unsure, pick Other.
Body — what happened. The single most useful thing here is to describe what you were trying to do, what actually happened, and what you expected. Screenshots aren't supported yet — paste a description.

You must be signed in. Anonymous tickets aren't accepted (to avoid spam).

Ticket reference

Every ticket gets a reference like T-2026-000017. This is what shows up in email subjects and on your dashboard. Use it if you need to refer to a specific ticket in conversation.

What happens after you submit

Three things, roughly simultaneously:

We get an email at our support address with your subject, category, body, and a link to reply.
You're redirected to the ticket page at /messages/ticket.php?id=.... This is where the back-and-forth lives.
A success message confirms the ticket is open.

Most tickets get a reply within one business day. You'll receive an email when we reply, and the same reply shows up in the in-app ticket view.

Where to find your open tickets

Four places, pick whichever you reach first:

Dashboard. When you have an open ticket — and especially when there's a new reply — a banner appears near the top of your dashboard. The banner shows the unread count and links to the Help section.
Sidebar Messages badge. The number next to "Messages" in the sidebar includes unread support replies along with marketplace messages and notifications.
Messages inbox (/messages/). Support tickets appear in their own section, distinct from marketplace conversations. Closed tickets are hidden by default; click "Show closed tickets" at the bottom of the section to reveal them.
Help section. A "Your open tickets" section appears between the search box and the popular articles. Closed tickets are not shown here.

Replying to a ticket

Open the ticket from any of the above. Scroll past the message thread to the reply box, type, hit Send reply. The reply is delivered both in-app and via email to our support inbox.

If the ticket was marked resolved by us, your reply automatically reopens it.

Closing a ticket

Two ways:

You close it. On your own ticket view there's a small "Close ticket" button at the bottom of the reply form. Once closed, you can't reply further — open a new ticket if you need to follow up later.
We mark it resolved. When we believe we've answered, we flip the status to "Resolved". You can still reply if you have follow-up questions; that reopens the ticket. If you don't reply, the ticket stays resolved (it doesn't auto-close).

Status meanings

Open — newly created, awaiting our reply.
Waiting on user — we've replied, ball's in your court.
Resolved — we believe the issue is settled. You can still reply, which reopens it.
Closed — fully done. No more replies on either side.

Privacy

Tickets are visible only to you and the ItemTrack support team. No one else in your tenant, no other users, no third parties. Don't paste passwords, payment card details, or other secrets into a ticket — the support team doesn't need them and we'd rather they not be in the database.

What we can and can't do

We can:
- Investigate bugs and ship fixes.
- Help you find features.
- Resolve account issues (locked out, can't verify email, etc.).
- Process feature requests (we'll tell you yes / queued / no with reasoning).

We can't:
- Recover deleted data older than 30 days.
- Bypass two-factor authentication (this is by design — see Account recovery).
- Edit your data on your behalf — we can guide you through doing it yourself.

Rate limit

You can open up to 5 new tickets per hour. If you hit the limit, reply on an existing ticket instead. If you have a genuine need to open more than that — say, you're filing several separate bug reports — wait an hour or let us know on a single ticket and we'll batch.