Getting help

Support is a conversation, not a form and not an article index. The fastest way to an answer is to describe the problem to someone who can look things up, and Goosy is that door.

​

Where the door is

Open your own menu — your avatar in the top-right — and choose Support. It takes over the screen with a full conversation with Goosy. Support has no role requirement. Every person on an account can ask for help, whatever else they are or are not allowed to do inside the product.

​

What the conversation is for

Say what happened, what you expected instead, and where you were when it happened. Goosy asks for whatever else he needs, one question at a time. His first job is to answer you. He searches the product material before answering a how do I or why does it question, and he tells you plainly when he does not have something written down rather than guessing. Four suggestions sit above the message box if you would rather start from one than from a blank line — Something’s broken · Billing question · Cancel or change my plan · Just a question.

​

Showing him instead of describing it

Record your screen sits at the top of the Support conversation. Press it and your browser asks which window or tab to share; the recording is attached to the conversation. It is the fastest route for anything that is easier to show than to write down.

​

When he raises a ticket

Goosy raises a ticket when he cannot resolve the problem himself, when the problem is a defect on our side, or when you ask him to. He tells you he has raised one — and if he says he has not, he has not. Only one ticket is open per conversation at a time. Asking twice does not create a second one; Goosy tells you one is already open instead of raising another. If something else goes wrong while that ticket is open, tell him anyway: he adds what you describe to the open ticket as a note the person handling it sees, and he says so. Ordinary chat in between is not added — what gets added is what you ask him to pass on.

​

Where the reply arrives

You are told in the app. When the person handling your ticket replies, a notification arrives — the bell in the top bar — carrying their full message. There is no separate ticket portal to check and no reference number to keep.

​

What we will not promise

Goosy does not give you a timescale for a fix, and he does not tell you what the outcome will be. Neither is something he can know, and a support assistant that guesses at them is worse than one that says so.

​

What Goosy will not do in a support conversation

Changing your account, cancelling, refunding, switching a feature on and granting access are all a person’s decision — see What Goosy will not do for the whole boundary and why it is drawn there.

​

Letting support look at your account

Nobody looks at your account without asking you first. A request arrives, you answer it, and you can see who is looking and stop it in one click under Settings → Support access. See Your data and privacy.