04Channels & organization
Support
Open a ticket, follow the answer in the same thread and what goes with your message.
What you write to us is read by the team that builds Koalab. Each message opens a numbered ticket: the answer comes in the same thread and we let you know by email. Your user menu → “Support”.
Choose the reason
Six cards: “Something's broken”, “Something's unclear”, “Something's missing”, “Billing and plans”, “Account and access” and “Something else”, each with an example. If something's broken and affecting your sales, tick “It's urgent”: the team sees it first.
Tell us what happened
The message needs at least 10 characters and allows up to 5,000. You can attach up to three screenshots of up to 8 MB each, or paste them into the text.
What goes with your message
Along with what you write we receive what you see in “What's sent with your message”: organization, plan, channels, catalog size, last run and the screen you're writing from. We don't send your prices, your products or your credentials.
Follow your ticket
In “My tickets” you see each ticket with its number and status: “Sent”, “In review”, “Answered” or “Resolved”. Reply in the same thread: if it was answered or resolved, it reopens. Replying to the email doesn't reach the ticket. If you're owner or admin, “My team's” shows the whole organization's.
Add yourself to what's already been asked
Below the form, “Already requested” lists the requests noted down and their status. If yours is there, add yourself with the arrow: it counts one vote per organization, and if you click again, you take it back.
Details worth knowing
- You can open up to five tickets every ten minutes. Support works even if your plan is suspended.
- We let you know by email when there's an answer, without one email per line if the conversation is still live.