> For a complete page index, fetch https://docs.synthflow.ai/llms.txt. For full documentation content, fetch https://docs.synthflow.ai/llms-full.txt. # Getting support > Raise a Synthflow support ticket through the form for your plan, see what to include, and track Enterprise tickets in the Customer Portal. Synthflow support has two paths: one for self-serve plans and one for Enterprise. Each has its own ticket form, so start with your plan. #### [Self-serve](#self-serve-support) You signed up and pay at synthflow\.ai. Submit a ticket through the Bug Report form. #### [Enterprise](#enterprise-support) Your company has a contract and a Customer Success Manager. Submit tickets through the Enterprise Support form and track them with your team in the Customer Portal. ## Choosing a channel | If you have | Go to | | ------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | A platform outage affecting live calls | Check [status.synthflow.ai](https://status.synthflow.ai) first. Enterprise customers also message their Customer Success Manager in Slack. | | A bug, an account question, or an issue with a specific call | The [Bug Report form](https://synthflow.portal.usepylon.com/forms/bug-report) for self-serve, or the [Enterprise Support form](https://synthflow.portal.usepylon.com/form/enterprise-support-form) for Enterprise | | A how-to question or a best practice | These docs, or the [Synthflow Academy community chat](https://academy.synthflow.ai/c/chat/) | ## What to include in a ticket Include these details so we can start on the issue without asking for more: * Your workspace ID and agent ID. * The call ID of an affected call, if the issue is about a call. * What you expected to happen, and what happened instead. * Steps to reproduce the issue. * Screenshots, logs, or a short screen recording. ## Self-serve support Self-serve plans raise tickets through the Bug Report form. 1. Open the [Bug Report form](https://synthflow.portal.usepylon.com/forms/bug-report). 2. Describe the issue, with the [details listed above](#what-to-include-in-a-ticket). 3. Submit the form. We reply to the email address you enter on the form. ## Enterprise support Enterprise customers raise and track every ticket in the Customer Portal. Your Slack channel with our team stays open for everyday conversation, product updates, and account check-ins, but tickets go through the portal so nothing gets lost in a thread. ![Customer Portal reference view with the Issues tab listing open and closed tickets](https://storage.googleapis.com/granular-changelog/doc-images/support_reference_view.png) The portal lists every ticket your company raised in the last 12 months, so your whole team can see what is open and search past tickets. ### Raising a ticket 1. Open the [Enterprise Support form](https://synthflow.portal.usepylon.com/form/enterprise-support-form), or select **Create Ticket** on the portal homepage. 2. Describe the issue, with the [details listed above](#what-to-include-in-a-ticket). Attach screenshots, logs, or video. 3. Submit the form. ![Create Ticket menu open on the portal homepage, showing Enterprise Support form](https://storage.googleapis.com/granular-changelog/doc-images/support_ticket_form.png) The ticket appears in your team's portal view immediately, and our support team is notified at the same time. You get an email whenever the ticket is updated. ### Logging in Most Enterprise customers are enrolled automatically. 1. Open the portal link from your launch email, or the URL we shared in Slack. 2. Enter your email address and select **Send Code**. 3. Enter the one-time code we email you. ![Customer Portal login screen with an Email field and a Send Code button](https://storage.googleapis.com/granular-changelog/doc-images/support_login.png) If your company has more than one Synthflow workspace, select the one to enter after logging in. If you cannot log in, message your Customer Success Manager in Slack. ### Tracking tickets ![Customer Portal ticket list next to an open ticket conversation](https://storage.googleapis.com/granular-changelog/doc-images/support_ticket_list.png) Filter the homepage ticket list by status, or search it for a past ticket. Open a ticket to: * See the full conversation with our team. * Reply directly. * Update fields like status or priority, if your admin has turned these on. * Add teammates to the ticket. ### Portal access Portal admins manage who on your team can see and act on tickets, from the **Members** tab. ![Create portal role screen with access levels for Issues, Contacts, and Tasks](https://storage.googleapis.com/granular-changelog/doc-images/support_members.png) Admins can: * Invite teammates by email. New members log in with the same one-time code flow. * Set each member's access to **Issues**, **Contacts**, and **Tasks**. * Remove access when someone leaves your team. Each area has three access levels: * **Editor**: Read and write access. * **View Only**: Read access, with no editing. * **No Access**: No visibility or interaction. ## FAQ #### How do I know if I'm self-serve or Enterprise? If you signed up and pay through synthflow\.ai, you're self-serve. If you have a contract with Synthflow and a Customer Success Manager, you're Enterprise. #### Can I still raise an urgent issue in Slack? Yes, for Enterprise customers with a time-critical issue. Message your Customer Success Manager directly and we'll triage it. Everything else goes through the portal. #### Do I need to install anything? No. The portal and the forms run in your browser. #### Can I see tickets older than 12 months? No, the portal shows the last 12 months. Your Customer Success Manager can retrieve older tickets. #### Who are my portal admins? Message your Customer Success Manager in Slack and we'll confirm.