Get help from support
When the Help center does not answer your question, open a support ticket in the portal. PostBuddy answers in the ticket, and you get a notification and an e-mail when that happens.
Open a ticket
- Open Support in the portal and choose New ticket.
- Pick a Topic, for example Problem or Billing, and write a short Subject.
- Describe in the Message what happened and what you expected.
- Add screenshots or PDFs with Attach files if they help.
- Choose Send ticket.
Files can be PNG, JPEG, WebP or PDF, up to 10 MB each and at most five per message. Every file is checked for viruses before PostBuddy sees it.
On the page of an item, a Postbatch, a Postflow or a template, choose Ask support. The new ticket then names that item or Postbatch, so support can look at it straight away.
Who sees the ticket
Every member of your organisation sees all tickets of the organisation and can reply, whatever their role. Whoever wrote in a ticket gets a notification when PostBuddy answers.
What the statuses mean
| Status | What it means |
|---|---|
| Open | The ticket waits for PostBuddy. |
| In progress | PostBuddy is working on it. |
| Waiting for you | PostBuddy asked you something. |
| Resolved | PostBuddy thinks the question is answered. |
| Closed | The ticket is finished. |
A ticket that is Waiting for you or Resolved gets a reminder after 3 days and closes after 7 days without a reply. Reply to it before that and the ticket opens again.
Reopen a closed ticket
Reply to a closed ticket within 14 days and it opens again. After 14 days, open a new ticket. You can also close a ticket yourself with Close ticket when your question is answered.
Open a support ticket in the portal. Tell us what you tried and, if you can, which item or Postbatch it is about.