Getting support
Open a support ticket, follow and answer replies, report a problem with a run, and send feedback about a page.
When something doesn't work, or you have a question the guides can't answer, open a support ticket. A person answers, and the replies land in the ticket, in a thread. For a quick reaction to a page, use Send feedback instead. This page shows you both.
Before you start
- Open Governance › Settings › Support.
- Every member can open tickets and reply. Tickets of colleagues in the same workspace are listed too.
Open a ticket
In Open a ticket, click New ticket.
Type What is it about?, one line like an email subject.
Type the details: what happened, what you expected, and anything that helps.
Click Send to support.
The ticket appears under Your tickets, in Open.
Follow and answer a ticket
In Your tickets, open a ticket.
The thread shows your messages and the Support team replies, with the last activity.
When the status reads Answered — your turn, write in Write a reply… and click Send reply.
Each ticket shows its number, last activity and status: Open, In progress, Answered — your turn or Resolved. Resolved tickets move to Resolved. Replying re-opens a ticket.
Report a problem with a specific run
Open the run's receipt in Operations › Receipts, or from the audit trail.
Click Copy support reference.
In the ticket, paste the reference, the time, and what you were doing.
Quote the reference, and support opens exactly that run.
Report a Nexa Bridge problem
In the Nexa Bridge app, click Save diagnostics.
It writes a file with the version and the channel, and no secrets.
Open a ticket, and attach or describe the file.
Tickets already written for you
Some places in the app open a ticket already written, for example when something must be granted by Nexa, or when an agent must be made castable in Blueprint projects. Click Open a ticket and send it.
Send feedback about a page
Click Send feedback, under the Settings index or in the account menu.
The page you are on is captured automatically.
Choose Thumbs up or Thumbs down, and write What would you change?
Send.
You see Sent — thank you.
What you will see
Good to know
- Replies are written by people on the support team.
- For questions about who processes your data, and the terms, see the Terms page of the Nexa Ethos website. The list of sub-processors is available on request at privacy@nexaethos.com.