Contact support
If something isn't working, or you need help the assistant can't give, open a support ticket. Support is available in every account state, even after a trial ends or an account is suspended.
Open a ticket
- Click Support Tickets, then New Ticket.
- Fill in:
- Subject: one line naming the problem.
- Category: technical issue, data issue, feature request, training question, or other.
- Priority: see the table below. Choose honestly.
- Description: what you did, what you expected, and what happened instead.
- Attach a screenshot if you can. It's usually the fastest way to a solution.
- Send.
Each ticket gets a number like TKT-00042. Keep it for any follow-up.
Response times
Target time to a first reply:
| Priority | Target |
|---|---|
| Critical | 4 hours |
| High | 24 hours |
| Medium | 48 hours |
| Low | 72 hours |
Critical means collection has stopped or data is at risk, for example a public link refusing every respondent in the middle of a study.
Follow your ticket
| Status | Meaning |
|---|---|
| Open | Received, not picked up yet |
| In progress | Someone is working on it |
| Resolved | An answer was given, waiting for your confirmation |
| Closed | Finished |
Replies appear on the ticket itself. Reply on the same ticket rather than opening a new one, so the full history stays together.
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If you can't sign in at all, use the contact form on the Pulseform website.