Issue and send an invoice
- 01Open the invoice and go to the edit screen.
- 02Select the rate field on the line item.
- 03Enter the VAT rate and save.
Support tickets.
A ticket opens inside the app and the reply stays in the same message thread. The knowledge base lives in the product, so an answer never means leaving the screen.
01/05 · Ticket
Weekday business hours
The log of one ticket
A ticket opens from the Support screen of the app: a title and a description are enough. Every ticket has its own message thread; the conversation is not hunted for in your inbox, it stays inside the ticket.
There are three statuses. When support replies the ticket becomes Answered and a new message appears in the thread; you continue from the reply box, and when the problem is solved the ticket becomes Closed.
Open the Support screen yourself in the trial account.
Try it in the app → (opens in a new tab)
7 days · no card
- 01/0709:12
The firm opens the ticket from the Support screen: “VAT rate on the invoice template”. The ticket is saved, gets its own message thread and its status is Open.
- 02/0709:12
While the ticket is saved, the in-app knowledge base suggests the matching article: “Issue and send an invoice”. If the answer is there, you can solve it without waiting.
- 03/0709:20
Within business hours the ticket is assigned to a specialist on the support team; the specialist’s name shows above the ticket.
- 04/0709:48
Support replied: the rate is changed in the rate field of the line item on the invoice edit screen; the steps are in the knowledge base too. The ticket becomes Answered.
- 05/0709:55
The firm wrote from the reply box: “Done, thank you.”
- 06/0709:56
The problem is solved and the ticket becomes Closed. The conversation history stays inside the ticket.
- 07/0709:57
A satisfaction survey arrived: score 5 / 5, comment “The reply was fast and clear.”
The ticket is opened
02/05 · Channels
Three channels, fixed hours
You reach the support team with a ticket inside the app, by email and by phone. Support is given during weekday business hours; you can leave a ticket outside those hours too.
- Support ticket
- From inside the app, with a message thread and status tracking.
- For topics you want to describe in writing, with attachments.
- Phone
- For situations you would rather settle by talking.
- Hours
- Weekday business hours. Tickets left outside hours join the queue at the start of the next business day.
- Priority
- On the Enterprise plan your tickets are handled first and a written service level agreement is included. See the differences on the pricing page.
- Survey
- The satisfaction survey is measured by score and comment and linked to a case and a client; you follow the results in reporting and dashboard.
- Other routes
- Contact for sales, demo and general questions, frequently asked questions for short answers.
03/05 · Knowledge base
The help centre is inside the app
Guides are grouped by module: opening a case, registering a client, defining a role, issuing an invoice, adding a hearing reminder. Every article goes screen by screen, step by step.
When you type your question into the search box the relevant articles come first. Every team member who signs in can open the knowledge base; no separate account or setup is needed.
Help centre
VAT rate
- Getting started
Open your first case
- Clients
Client registration and identity check
- Roles
Define a new role
- Finance
Issue and send an invoice
- Calendar
Add a hearing and a reminder
- Documents
Upload a document and link it to a case
04/05 · Setup
You are not alone at setup or migration
When you open your account the setup wizard has you verify the firm, invite the team and enter your first client and case. If your old records sit in a spreadsheet we move them with data migration; the steps are on the how it works page.
Whenever you get stuck, one of the three channels is open.
05/05 · Questions
What do people ask about support?
- 01/05
What are the support hours?
Support is given weekday business hours. During that time you can reach us through tickets, email and phone. Tickets left outside hours are handled at the start of the next business day.
- 02/05
Where do I see the status of my ticket?
On the Support screen of the app. Every ticket is listed as Open, Answered or Closed; when you open one you see the whole message thread and the reply box.
- 03/05
Which plan has priority support?
Priority support is on the Enterprise plan, which also carries a written service level agreement. On the other plans the ticket, email and phone channels are open during the same business hours.
- 04/05
Who can open the knowledge base?
Every team member who signs in to the app. The knowledge base is inside the product, so no separate account, setup or extra licence is needed.
- 05/05
What is the difference between a support ticket and the contact form?
A support ticket is a record that signed-in users open from inside the product and follow in a message thread. The contact page is for sales, demo and general questions.