Support Center
Get help, submit support tickets, and receive system notifications all in one place.
Overview
The Support Center is your direct line to Outermind support and a central hub for system notifications. Use it to:
- Submit support tickets for issues, questions, or feature requests
- Track ticket status and communicate with support staff
- Receive notifications about system events, agent escalations, and announcements
- Access documentation for self-service help
Accessing the Support Center
Navigate to Support in the header tabs or go directly to /support.
The notification bell icon in the header provides quick access to your unread messages. The badge shows your unread count, with a red color indicating urgent messages.
Support Dashboard
The Support Dashboard is your landing page in the Support Center. It provides:
Quick Actions
Four action cards for common tasks:
| Action | Description |
|---|---|
| Create New Ticket | Submit a new support request |
| Browse Documentation | Access help articles and guides |
| View Messages | Check your inbox for updates (shows unread badge) |
| View Tickets | Manage your support tickets |
Status Summary
Two statistics cards showing:
- Open Tickets - Count of tickets that are Open, In Progress, or Awaiting Response, with a breakdown by status
- Unread Messages - Count of unread notifications and messages
Click either card to navigate to the respective page with appropriate filters applied.
Recent Activity
A feed showing your most recent support-related activity, including:
- Ticket status changes
- New messages from support
- Ticket replies
- System notifications
Support Tickets
Creating a Ticket
- Navigate to Support > Tickets and click New Ticket, or use the Quick Action card
- Fill in the required fields:
| Field | Description |
|---|---|
| Subject | Brief description of your issue (5-200 characters) |
| Category | Topic area for your request |
| Priority | Urgency level |
| Description | Detailed explanation of your issue (minimum 50 characters) |
- Click Submit Ticket
Categories
Choose the category that best matches your request:
- Billing & Subscription - Payment, plan changes, invoices
- Agent Configuration - Setting up or troubleshooting agents
- Email Integration - Mailbox connections, Graph API issues
- Knowledge Base - RAG retrievers, search indexes, document ingestion
- Safety Gateway - Content analysis, PII detection, review queue
- Performance Issues - Slow processing, timeouts, errors
- Feature Request - New functionality suggestions
- Bug Report - Software defects or unexpected behavior
- Other - Anything else
Priority Levels
| Priority | Description | Use When |
|---|---|---|
| Critical | System down or major feature broken | Production is stopped, no workaround available |
| High | Significant impact to operations | Important feature broken, workaround difficult |
| Medium | Moderate impact, workaround available | Issue affecting productivity but manageable |
| Low | Minor issue or enhancement | Cosmetic issues, nice-to-have improvements |
Viewing Tickets
The My Tickets page shows all your support tickets with:
- Status - Current ticket state
- Priority - Urgency level
- Subject - Ticket title
- Category - Topic area
- Created/Updated - Timestamps
Filtering Tickets
Use the filter controls to find specific tickets:
- Search - Filter by subject or ticket ID
- Status Filter - Show only tickets with a specific status
- Priority Filter - Show only tickets with a specific priority
Ticket Statuses
| Status | Description |
|---|---|
| Open | New ticket, not yet reviewed |
| In Progress | Support is actively working on it |
| Awaiting Response | Support needs more information from you |
| Resolved | Issue has been addressed |
| Closed | Ticket is complete |
Ticket Details
Click any ticket to view its full details:
Header Information
- Ticket ID (unique identifier)
- Subject
- Status and priority badges
Metadata Panel
Shows ticket properties:
- Category
- Priority
- Created date
- Last updated date
- Assigned support agent (if any)
Conversation Thread
The full message history between you and support, including:
- Your original description
- Support replies
- Your follow-up messages
- Status change notifications
Messages are displayed chronologically with sender information, timestamps, and content formatting preserved.
Reply Form
Add replies to open tickets:
- Type your message in the text area
- Click Send Reply
Note: You cannot reply to closed tickets. If you need further assistance after a ticket is closed, create a new ticket referencing the original.
Best Practices for Tickets
Write clear subjects:
- Good: "Agent failing to process emails from VIP contacts"
- Poor: "Help needed"
Provide details in descriptions:
- What you expected to happen
- What actually happened
- Steps to reproduce the issue
- Error messages (if any)
- When the issue started
- What you've already tried
Set appropriate priority:
- Reserve Critical for true emergencies
- Most issues are Medium priority
Messages
The Messages page displays system notifications and communications from support.
Message Types
| Type | Description |
|---|---|
| System Notifications | Automated alerts about your account |
| Agent Escalations | Alerts when agents escalate emails for human review |
| Support Replies | Responses to your support tickets |
| Announcements | System-wide announcements from Outermind |
Managing Messages
Filtering
Use the tabs to filter messages:
- All - Show all messages
- Unread - Show only unread messages
- Read - Show only read messages
Mark All as Read
Click Mark All as Read to clear all unread message indicators at once.
Reading Messages
Click any message to view its full content. Messages are automatically marked as read when viewed.
Notification Bell
The notification bell in the header provides quick access:
- Shows unread message count
- Red badge indicates urgent messages
- Blue badge indicates normal priority
- Click to go directly to your inbox
Documentation Access
Access the documentation directly from the Support Center:
- Click Browse Documentation in Quick Actions
- Or navigate to Support > Docs
This takes you to the full documentation site where you can search for help articles.
Common Tasks
Reporting a Bug
- Go to Support > Tickets > New Ticket
- Select category Bug Report
- Set priority based on impact
- Include in description:
- What you were doing when the bug occurred
- Expected behavior vs. actual behavior
- Steps to reproduce
- Browser/device information
- Screenshots if helpful
Requesting a Feature
- Go to Support > Tickets > New Ticket
- Select category Feature Request
- Set priority to Low or Medium
- Include in description:
- What feature you'd like
- Why it would be valuable
- How you'd expect it to work
Following Up on a Ticket
- Go to Support > Tickets
- Find and click on your ticket
- Review any new messages from support
- Add a reply with additional information if needed
Checking for System Announcements
- Check the notification bell for unread messages
- Go to Support > Messages
- Look for messages marked as system announcements
Troubleshooting
Can't Create a Ticket
Symptoms: Submit button doesn't work, form shows errors
Solutions:
- Ensure subject is at least 5 characters
- Ensure description is at least 50 characters
- Verify all required fields are filled
- Check for any validation error messages
Not Receiving Notifications
Symptoms: No notification badge, missing expected alerts
Solutions:
- Refresh the page to update the notification count
- Check the Messages page directly
- Verify you're logged in with the correct account
- Contact support if issue persists
Ticket Status Not Updating
Symptoms: Ticket still shows old status after support said it's resolved
Solutions:
- Refresh the ticket detail page
- Check the activity log for recent updates
- Allow a few minutes for status changes to propagate