# Solk support

> Writing to the Solk team from inside the app — a question, a bug, a feature request or your plan; screenshots, page and version info, replies by notification and email, on the web and on mobile.

When you're stuck, hit a bug or want something new, write to the Solk team **from inside the app**. The ticket is stored in your workspace; when the Solk team replies you get a **notification and an email**, and the whole conversation stays in one place.

:::note
These are the tickets you write to Solk. Your own customers' support tickets (the **Support** module, complaints, SLA) are a separate topic and are not affected by this page.
:::

## Writing {#write}

:::steps
### Open the window
On the web, the **Help** menu at the top right → **Write to Solk support**. *Write to Solk support* in the command palette (`Ctrl` + `K`) opens it too. In the mobile app, **Menu › Account › Solk support › New ticket**.

### Choose what it's about
**Question** · **Bug / problem** · **Feature request** · **Plan and billing** · **Other**. Write a subject and a description: what you were trying to do, what happened, and any error message word for word.

### Add a screenshot
**Add file**, or **paste** a screenshot into the window (`Ctrl` + `V`) or drag it in. On the phone, pick from your photos or take one. Up to 4 files, 6 MB each (images, PDF, text, logs, CSV, Excel, Word, ZIP).

### Send
**Include the page I'm on, the Solk version and browser info** is on by default — it helps the team see the problem faster; **What is sent?** shows exactly what goes. Turn it off if you prefer.
:::

What is attached: the address of the page you're on (only the path inside your workspace), the page title, window and screen size, language, time zone, browser / app and the Solk version. No record data, passwords or email content is sent.

## My tickets {#tickets}

**Help → My support tickets** (on mobile *Menu › Solk support*) lists your tickets, latest activity first. Statuses:

| Status | Meaning |
|---|---|
| Sending | Saved, not yet delivered to Solk — retried automatically within minutes |
| Open | With the Solk team, awaiting a reply |
| Reply received | The Solk team replied — the menu shows a count while unread |
| Solved | The team marked it solved |
| Closed | You chose *My problem is solved, close* |

The ticket page shows the thread, attachments and **the info attached to the ticket**; reply and attach files at the bottom. Writing to a solved or closed ticket reopens it. Admins see the whole team's tickets on the **Team tickets** tab.

## How replies arrive {#replies}

When the Solk team replies:

- **Bell** — *Solk support replied: subject* (on the web a toast at the top right, on mobile a card from the top); tap to open the ticket.
- **Email** — with the reply text; open the ticket to answer.
- **Phone notification** — if the mobile app is installed (type: *Solk support*, on by default).

Change the channels under **Settings → Notifications**, row *Solk support*.

## By email {#email}

If your workspace isn't connected to the Solk panel (an installation on your own server), the window says **Send by email** and opens your mail program addressed to `team@solk.app`. In an emergency you can always write to that address directly.

## API {#api}

Endpoints for the mobile app and your own tools: [My Solk support tickets](/rest-api/workspace/support), [Write to Solk support](/rest-api/workspace/support-new), [Support ticket](/rest-api/workspace/support-get), [Reply](/rest-api/workspace/support-reply), [Close / reopen](/rest-api/workspace/support-state), [Ticket attachment](/rest-api/workspace/support-file). The `/me` response carries `caps.support` and `support.unread`.