Raising a support ticket

Need help, found a bug, or want to request a feature? You can raise a support ticket without leaving HIVE. Your tickets stay in one place, so you can see their status and carry on the conversation whenever support replies.

Who can raise a ticket

Anyone on your team can raise a support ticket - there’s no admin requirement. You’ll find Support in your profile menu (top-right) whatever your role.

Note

You only ever see your own tickets on the Support page - the ones you raised, not your whole team’s.

Raise a ticket

1. Open your profile menu (top-right) and choose Support.

2. Select New ticket (top-right of the Support page).

3. In the New support ticket window, fill in:

   • Subject - a brief summary of what you need.
   • Category - choose General, Technical, Billing, or Feature Request.
   • How can we help? - describe your issue.
   • Attachments (optional) - choose Attach images to add screenshots (see the limits below).

4. Select Create ticket.

Subject, category, and the message are all required - Create ticket stays unavailable until all three are filled in. Attachments are optional.

Attachment limits

Attachments are images only - JPEG, PNG, WebP, or GIF, up to 10 MB each, and up to 5 per message. Anything outside that is skipped, and HIVE tells you which with “Some images weren’t added”.

What happens after you submit

• Your ticket is created and opens straight away, so you can see the conversation.
• It gets a ticket number (shown with a #) and starts with the status Open.
• It appears in your ticket list on the Support page - it’s not fire-and-forget, so you can come back to it any time.
• HIVE emails you a confirmation that we’ve received it.

When support replies, you’ll get an email about it too - and you can reply straight from that email to add to your ticket, or open it in HIVE.

Tracking your tickets

The Support page lists your tickets with their current status:

• Open - raised and awaiting a reply.
• In progress - support is working on it.
• On hold - paused, for example while waiting on something.
• Closed - resolved or closed.

Open a ticket to read the conversation. The newest messages are at the top; your own entries show as You, and support’s show as Support.

• Reply - type in Write a reply… and choose Send. You can attach images here too.
• Close - choose Close ticket at the top. You’ll be asked to confirm, and HIVE notes that “You can reopen it anytime by replying.”
• Reopen - reply to a closed ticket and it reopens automatically.

If something goes wrong

• The ticket won’t send. If creating a ticket fails, HIVE shows “Couldn’t create ticket”. Check your connection and try again.
• An image won’t attach. Images are skipped if they’re the wrong type, over 10 MB, or beyond 5 per message - keep within JPEG, PNG, WebP, GIF, 10 MB, and 5 images.