Support
Overview
The Support section lets you open cases with the Straightline team when you have a problem, question, or feature request that cannot be resolved through the documentation. Cases are tracked in-app so you can monitor their status and continue the conversation without switching to email.
Opening a Support Case
How to Open a Case
- Go to Organization Settings → Support.
- Click New Case.
- Write a clear description of your issue. Include:
- What you were trying to do
- What happened instead
- Any error messages you saw
- Steps to reproduce the problem
- Submit the case.
You will receive a confirmation and the Straightline team will respond within the case thread.
Writing a Good Case Description
The more detail you provide, the faster your case will be resolved. A good case description includes:
- The specific page or module where the issue occurred
- The exact error message (copy and paste it, do not paraphrase)
- Whether the issue affects all team members or just you
- When the issue started
Replying to a Case
All communication happens in the case thread. When the Straightline team replies, you will see the update in the Support page. Click the case to open the thread and reply directly from there.
Reopening a Resolved Case
If a case has been marked as resolved but you have a follow-up question or the issue has returned, you can reply to it directly — the reply form remains available even after the case is resolved. A yellow notice will remind you that sending your reply will automatically reopen the case and bring it back to the team's attention.
The support team will see the case status change to Pending and will respond accordingly.
Case Status
| Status | Meaning |
|---|---|
| Pending | Active — either awaiting a response from the team, or you have just replied |
| Resolved | The issue has been closed by the support team |
Resolved cases are kept in your history so you can reference past issues. You can reopen any resolved case by replying to it.
Tips
- Do not open duplicate cases for the same issue — reply to the existing thread instead.
- If your issue is urgent, say so explicitly in the case description.
- For billing questions, mention your organization name and the email address on the account to speed up verification.