How to log a support request - Pacten Guides

2026-08-24

Everything you need from us — a bug, a question, a billing query, or a job for our team to do — goes through one place. You will find it under Help in the sidebar.

There is no separate email address to remember and no form on another website. Raising it here means it is attached to your workspace, visible to your colleagues, and trackable by you.

BEFORE YOU RAISE ONE

Check the guides first

Often faster than any response time we can offer.

The Help screen links to these guides and lists the questions that come up most. If what you need is written down, reading it beats waiting for a reply — and these guides cover every app in the platform, not just the common cases.

Tip

Raise the request anyway if what you find does not fit. Nobody minds, and a question you had to ask because a guide was unclear tells us something worth knowing.

RAISING IT

Four things

Two are chosen, two are written.

Pick the type

What kind of request it is. The type decides who it reaches and how quickly — see the list below.

Set the priority

How urgent it genuinely is. This is required, and it is covered properly in its own guide.

Write a title

One line saying what it is about. This is what we see first and what you will recognise it by in your list.

Describe it

What you need. For a problem, this is where the detail goes.

You can attach files, and for some request types there are a few extra questions specific to that type — which service, which platform, which part of your Brain — so we do not have to come back and ask.

THE TYPES

Getting help

Pick the one that matches, not the one that sounds most serious.

Each type carries its own commitment, shown on screen before you choose it — not after you submit.

Report a problem — something is broken or not working as expected. 4 hour response, 1 day resolution.
How do I…? — a question about using the platform. 4 hour response.
Billing & account — your plan, invoices or seats. 1 business day.
Other — anything that does not fit, described in your own words. 24 hour response.
Request a feature — something new you would like Pacten to do. Reviewed weekly, with no resolution target, because a feature request is a decision rather than a job.

There is a second group of request types for work our team does FOR you rather than help with doing it yourself. Those carry longer commitments and are covered separately.

Tip

Response and resolution are different promises. A 4 hour response means a person is on it within 4 hours — not that it is fixed. Where a resolution target exists it is stated separately, and where none is given it is because the work cannot honestly be bounded in advance.

WRITING A GOOD ONE

What makes an answer fast

Mostly one thing.

Say what you expected and what happened instead. “It is broken” and “I expected the invoice to email and nothing arrived” produce very different response times.
Name the screen. Which app, which section — the platform is large and the wrong screen is a wasted round trip.
Say when it started, and whether it ever worked.
Attach a screenshot if there is anything to see. One picture removes an entire exchange.
One issue per request. Two problems in one thread means the second is answered late, or not at all.

Watch out

Do not put passwords, card numbers or other credentials in a request or an attachment. We never need them, and a support thread is the wrong place for them to exist.

AFTERWARDS

Following it

It does not disappear.

Every request you have raised is listed under My Requests with its current state. Open one to see the whole conversation and reply in it — replying in the request keeps everything together, which is why it exists rather than us continuing by email.

Watch out

A request marked Needs Your Input is waiting on YOU. It is the one state where nothing is happening on our side, and it is the most common reason something takes longer than it should — check for it before chasing.

IF YOU DO NOT HEAR BACK

Email us directly

Use this if a response time passes.

Every request type has a stated response time. If one passes without you hearing anything, email support@pacten.io with the title of your request and we will pick it up.

Tip

Use the in-app request first — it carries your workspace, your attachments and the history, so it is faster to act on. The email address is the safety net for when the commitment we made has not been met, not the front door.

How fast, and what the states mean

Priorities, response times, and every state a request can be in.

Priorities and SLAs →