Get Help with Support
Open Support
Select Support in the main navigation, or open /support. The page is available to every signed-in user. It contains only your own requests; it is not a public list of other users' requests.
Submit a new request
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Select New request. If you have not submitted a request before, select Submit a request from the empty state.
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Enter a short, specific Subject of no more than 255 characters.
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Choose a Category:
Category Use it for Question Help using a feature. Bug Something does not work as expected. Incident A service interruption or urgent operational issue. Billing Billing or subscription question. Feature request A requested improvement. Account access A sign-in or access issue. Other A request that does not fit another category. -
In Description, explain what happened, what you expected, and the steps that lead to it.
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Optionally add attachments.
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Select Submit request.
RAPTIX uses your signed-in account for the request. Do not put passwords, access tokens, or private keys in the subject, description, or attachments.
Attach helpful evidence
Drag files into the attachment area, paste files, or select browse. The page shows its current file-count and per-file size limits. The default is up to 6 files and 10 MB per file, but follow the values displayed in your workspace because an administrator can change them. Images, PDFs, and document files are supported when they meet those limits.
For an issue in Applications or Workflow, include the visible error, the page name, the time it occurred, and the Instance ID when there is one. Redact confidential personal or business data before attaching a screenshot.
Track a request
After submitting, return to the Support list. Each row shows:
| Item | Meaning |
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| Request reference | Identifier for your request. Include it when following up outside RAPTIX. |
| Category | The type you selected. |
| Status | New, Open, Pending, Resolved, or Closed. |
| Last activity | The most recent reply or update. |
Select a row to open the full conversation.
Reply and reopen a request
In the request detail, read the Support response and any Resolution note. Add a message or an attachment, then select Send.
You can reply to a Resolved or Closed request when you have more information or the issue returns. Your reply reopens it for follow-up.
Troubleshooting
Submit request is unavailable. Add both a Subject and Description, then try again.
An attachment is rejected. Reduce the file size or number of files to the limits shown in the attachment area. Remove sensitive data before trying again.
A request is not listed. Refresh the Support page and confirm you are signed in with the same account that submitted it.