> ## Documentation Index > Fetch the complete documentation index at: https://docs.goosybear.ai/llms.txt > Use this file to discover all available pages before exploring further. # Getting help > Where the Support door is, what the conversation is for, when Goosy raises a ticket, and where the reply arrives. 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. Coming back to the Support conversation does not show you the reply. The conversation does not redisplay what was said before, so the notification is where you read it. See [Notifications](/work/notifications) for the bell and the full list. ## 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](/help/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](/your-data-and-privacy).