Support: contact us and open a ticket

What this page is

Support is where you reach the Verinode team directly, not the AI. Verinode IQ can answer questions about your own data inside chat, but when something is broken, billing looks wrong, or you just need a person, this is the page: open a ticket, attach files or a diagnostic snapshot, and follow the reply thread until it is closed. It also keeps every ticket you have ever filed on record, open or resolved, so nothing you have reported gets lost between visits.

Where to find it

Open Settings from the sidebar, scroll to the Help group near the bottom of the settings index, and select Support. The row's subtitle reads "Contact us, open a ticket" when nothing is open. Once you have an open ticket, that subtitle is replaced by a live count, for example "2 open," so you can tell at a glance, without leaving the index, whether Verinode Support is still working something for you.

Direct route: /settings/help.

The page stacks two sections top to bottom:

1. Your ticket history (open tickets, then past tickets), which only appears once you have filed at least one ticket.
2. Open a Ticket, the form you use to start a new one. This is always there.

Your ticket history

If you have never filed a ticket, this section is not rendered at all, the page goes straight to the Open a Ticket form below. File your first ticket and the history section appears above the form from then on.

Open Tickets

The header reads Open Tickets (N). Each row underneath is one ticket, collapsed by default:

• The subject you gave it.
• An unread badge ("N new," in copper) if Verinode Support has replied since you last looked at the thread.
• A last message preview, one line of the most recent message (this disappears once you expand the row, since the full thread replaces it).
• A category label, in short form: Billing, Access, Data, How-to, Bug, Feature, Onboarding, Privacy, or Other.
• A status pill: Open, Triaged, In progress, Reply needed, Ready to close, Resolved, Closed, or Auto-closed.
• An SLA pill, when a response window is still meaningful (explained below).
• A relative timestamp for the last activity, for example "3h ago" or "2d ago." Past about a month, it switches to a calendar date.

Click anywhere on the row to expand it into the full conversation. Click again to collapse it.

Past Tickets

Resolved, closed, and auto-closed tickets fall into their own Past Tickets (N) list underneath Open Tickets. Only the three most recent show by default. If there are more, a Show N older button reveals the rest. Past tickets expand exactly the same way open ones do, so you can always reread how something was resolved.

The SLA pill

Verinode commits to a first-response window the moment you open a ticket, sized to your membership tier: Premier memberships carry the fastest commitment, Executive memberships a bit longer, and the Contributor tier a longer window still. The pill shows where that clock stands right now:

• A quiet, neutral pill reading something like "18h 30m left": the window is comfortably open.
• An amber pill once the window is mostly consumed: still time, but worth a nudge if it matters to you.
• A red pill reading "Nh Nm breached": the window passed before anyone replied.

The moment Verinode Support (or an automated triage note, labeled Verinode IQ) sends the first reply, the clock stops. From then on the pill is a record of what happened, not a live countdown, which is also why it disappears entirely once a ticket is resolved, closed, or auto-closed: there is nothing left to time.

Reading and replying inside a ticket

Expand any ticket to see the full conversation. Each message is labeled by who sent it:

• You, your own messages.
• Verinode Support, a person on the team.
• Verinode IQ, an automated triage note or system-generated message.
• System, status changes, diagnostic snapshots, and satisfaction ratings, each tagged next to the sender label ("· status," "· diagnostic," "· rating") so you can tell a note from a real reply at a glance.

Attachments on a message show inline: images as small thumbnails you can click open to full size, everything else (PDFs, CSVs, JSON, ZIPs) as a filename link.

Replying. While a ticket is anything other than resolved, closed, or ready-to-close, a reply box sits at the bottom of the thread: a text field ("Reply to support…"), an optional file attachment, and a Send Reply button. The button stays disabled until you have typed something.

Sharing diagnostic info again. Below the reply box, a Share diagnostic info button lets you post a fresh snapshot into an already-open ticket, useful if a problem changes shape mid-conversation. It briefly confirms "Diagnostic info shared." A snapshot captures your current page, your browser viewport, and any recent client-side errors Verinode has buffered, exactly what a person needs to reproduce the issue without you screen-sharing.

When Verinode Support marks it ready to close. If the team believes a ticket is resolved, its status becomes Ready to close, and the reply box is replaced with a direct question: "Verinode Support marked this ready to close. Was it resolved?" You have two options:

• Yes, close ticket: rate how happy you are with the result on a 1 to 5 star scale (defaults to 5), add an optional note on what worked or what could have been better, and the ticket closes.
• Not yet, there's more to discuss: opens a short prompt ("Tell us what's still wrong and we'll re-open the ticket") backed by the normal reply form. Sending that reply reopens the ticket, no separate reopen button needed.

Once a ticket is closed with a rating on file, the thread shows a one-line summary at the bottom: "Closed · you rated this ★ N/5."

Opening a new ticket

The Open a Ticket form sits under the caption: "Every ticket is triaged immediately; a human takes over from there. Premier members have a 24h response SLA." with a link to check platform status for anything that looks like a platform-wide outage rather than something specific to your account.

1. 1Subject. A short summary, required. This is what shows as the ticket's title everywhere else on this page.
2. 2Category. Pick the closest fit: Billing & subscription, Access / sign-in, Data ingestion, How do I…, Something is broken, Feature request, Onboarding, Privacy / data use, or Other. It defaults to How do I… and is shown afterward as a short pill (Billing, Access, Data, How-to, Bug, Feature, Onboarding, Privacy, Other).
3. 3What's Happening. Required. The steps you took, what you expected, and what you actually saw, exactly as the helper text under the field asks. This becomes the ticket's first message.
4. 4Attachments (optional). Up to 25 MB each: PNG, JPG, PDF, CSV, JSON, or ZIP. Add as many as you need; a small note under the field confirms how many are staged.
5. 5Share Diagnostic Info. On by default. Leave it on and Verinode attaches your current page, browser viewport, and recent client-side errors to the ticket automatically, so Support can often diagnose a bug without a screen-share.
6. 6Select Open Ticket. Once it is created, you land back on this page with your new ticket at the top of Open Tickets, and a confirmation reads "Ticket submitted. We'll be in touch shortly."

Something down for everyone, not just you?

Before opening a ticket for what looks like a platform-wide issue, use the Check platform status link in the Open a Ticket caption. It opens status.verinode.ai in a new tab, Verinode's live status page for outages and incidents. If it shows a known issue, you may not need to file a ticket at all; if it doesn't, that's useful context to include in the ticket you do open.

Best-practice example

Say an upload keeps failing on the Documents page. Open Support from the Help group, choose Something is broken as the category, and describe exactly what you did and what you saw in What's Happening ("Uploading a PDF invoice, progress bar reaches 80% and then the page shows a generic error"). Leave Share Diagnostic Info on, it will hand Support your browser and viewport details along with any client-side error already buffered, so they are not starting from zero. Submit, and the ticket appears at the top of Open Tickets with a status of Open and an SLA pill counting down. If Support needs more detail, their reply shows as an unread badge on the row; expand it, reply in the thread, and keep going until the ticket reaches Ready to close, at which point you confirm whether it is actually fixed and rate the result.

Related reading

• Your Profile & Settings: an overview for how this page sits inside the rest of Settings.
• Membership & billing for how your tier sets the SLA window quoted above.
• Connecting your data if what you actually need is help wiring up a data source, not reporting a bug.
• Notifications for how you're alerted when Support replies outside of this page.