Getting help: support and tickets

What this page is

Support is where you reach the Verinode team directly: open a ticket, attach files or a diagnostic snapshot, and follow the reply thread until it is resolved. It also keeps a running history of every ticket you have filed, open or closed, so nothing you have reported gets lost between visits.

Verinode is triaged first by an automated pass and then handed to a person. You are never left talking only to a bot: every ticket reaches a human, and Premier memberships carry a faster first-response commitment. If something looks platform-wide (not just your account), check the shared status page before or instead of opening a ticket, it is linked right on this page.

Where to find it

Open Settings from the sidebar (/settings), then find the Help group near the bottom of the settings index and select Support. The row's subtitle reads "Contact us, open a ticket" when you have nothing open; once you have an open ticket, the subtitle is replaced by a live count, for example "2 open." That count is the fastest way to tell, without leaving the index, whether Verinode is still working something for you.

Direct route: /settings/help.

The page has two parts, stacked top to bottom:

1. Your ticket history (open tickets, then past tickets), shown only if you have at least one ticket on file.
2. Open a Ticket, the form you use to start a new one.

Your ticket history

If you have never filed a ticket, this section is simply not there, the page goes straight to the Open a Ticket form. As soon as you submit your first ticket, the history section appears above the form and stays there.

Open Tickets

The header reads Open Tickets (N), where N is the count. Under it, each ticket is one row. Collapsed, a row shows:

• Subject, the title you gave the ticket.
• An unread badge ("N new" in copper) if Verinode Support has replied since you last looked.
• A last message preview, one line of the most recent message in the thread (hidden once you expand the row).
• The category you filed it under, shown as a short label (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 relevant (see below).
• A relative timestamp for the last activity, for example "3h ago" or "2d ago." Older than about a month, it switches to a calendar date.

Click anywhere on the row to expand it into the full thread, described below. Click again to collapse it.

Past Tickets

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

The SLA pill: what "N left" or "breached" means

Verinode commits to a first-response window when you open a ticket. Premier memberships get the fastest commitment, a 24-hour first response; other membership tiers have a longer window. The pill on an open ticket shows where that clock stands:

• A quiet, neutral pill reading something like "18h 30m left", the window is comfortably open.
• An amber pill once roughly three-quarters of the window has passed, still time, but it is worth a nudge if it matters.
• A red pill reading "Nh Nm breached" if the window passed before anyone replied.

The moment Verinode Support (or Verinode IQ's automated triage) sends the first reply, this clock stops. The pill then reflects whether that first reply landed inside the window or after it, it is a record of what happened, not a live countdown anymore. That is also why the pill disappears entirely on resolved, closed, and auto-closed tickets, there is nothing left to time.

Reading and replying inside a ticket

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

• You, your own messages.
• Verinode Support, a person on the team.
• Verinode IQ, automated triage or system-generated notes.
• System, status changes, diagnostic snapshots, and satisfaction ratings all appear as their own message with a small tag next to the sender label ("· status", "· diagnostic", "· rating").

Attachments on a message show inline: images as small thumbnails you can click to open 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…") plus an optional file attachment, and a Send Reply button. There is no character limit shown; 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 would need 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 thread replaces the reply box with a direct question: "Verinode Support marked this ready to close. Was it resolved?" You get two ways to respond:

• Yes, close ticket, which asks how happy you are with the result on a 1 to 5 star scale (defaults to 5), an optional short note on what worked or what could have been better, and then closes the ticket.
• Not yet, there's more to discuss, which opens a short explanation box ("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 re-open button needed.

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

Opening a new ticket

The Open a Ticket section sits at the bottom of the page, 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 an account-specific issue.

1. 1Subject. A short, one-line summary. Required.
2. 2Category. Choose the closest fit: Billing & subscription, Access / sign-in, Data ingestion, How do I…, Something is broken, Feature request, Onboarding, Privacy / data use, or Other. The field defaults to "How do I…" if you don't change it, so set it deliberately for billing or bug reports.
3. 3What's Happening. The full description: "Steps you took, what you expected, what you saw." is the helper prompt underneath the field. Required, and the more concrete, the faster support can act on it.
4. 4Attachments (optional). Up to 25 MB per file. The field advertises PNG, JPG, PDF, CSV, JSON, and ZIP; in practice it also accepts GIF, WEBP, and plain-text files.
5. 5Share Diagnostic Info. A toggle, on by default, that attaches your current page, browser viewport, and recent client-side errors to the ticket the moment it's created. Turn it off if you'd rather not send that context.
6. 6Select Open Ticket.

On success, the form clears (subject, description, and any chosen files), a confirmation reads "Ticket submitted. We'll be in touch shortly.", and the new ticket appears immediately at the top of your Open Tickets list, no page reload needed. If subject or description is left blank, Verinode stops you before submitting: "Subject and description are required." If the ticket itself fails to submit for another reason, the error message is shown in place of that confirmation.

Empty states

• No tickets at all. The ticket history section is not rendered; you see only the Open a Ticket form.
• Loading your ticket list. A single line reads "Loading your tickets…" while the list fetches.
• Loading a thread. An expanded ticket briefly reads "Loading conversation…"; if it fails to load, it shows the specific error or "Could not load."
• More past tickets than shown. Only the three most recent past tickets are visible until you select "Show N older."

Best-practice example

Say you hit a page that will not load after a data upload. Open Settings → Support, select Data ingestion as the category, and describe exactly what you did and what you saw in "What's Happening." Leave Share Diagnostic Info on and submit. Because you are on a Premier membership, the SLA pill on the new ticket shows a 24-hour countdown. If Verinode Support replies inside that window, the pill locks in as met and disappears from further tracking; if they ask a follow-up question, reply in the same thread rather than opening a second ticket, that keeps your diagnostic snapshot and the full history attached to one conversation. Once the issue is fixed and the ticket moves to Ready to close, confirm resolution and leave a quick star rating so the team knows whether the fix actually landed.

Related reading

• Connecting your data, for ingestion issues you might report from here
• Forwarding documents, if a support ticket turns out to be about how a forwarded document was handled
• The decision workspace, for how Verinode's other "plan and decide" surfaces work

Data sources