How support tickets work
You can open a ticket from the support area and continue the conversation in a threaded view. Ticket submissions include useful workspace context so the SideKick team can understand where the request came from.
Support tickets are best for product issues, setup questions, CRM handoff questions, and launch-related troubleshooting.
Common issues to check first
Before opening a ticket, confirm that the correct workspace is active and that key connected accounts still show Connected inside Workspace Settings.
- Meta connection needs reconnect
- CRM account shows disconnected or expired
- The wrong workspace is active
- A campaign is still draft instead of live
- Lead-form handoff needs a retry after a provider error
Best information to include in a ticket
A short subject, the correct category, the urgency level, and a clear description of what you expected versus what happened will usually speed up support the most.
- 1Say what action you were taking.
- 2Say what you expected to happen.
- 3Say what happened instead.
- 4Mention the campaign, workspace, or integration involved.
When to use email support
If you need to contact the team outside the app or want to send a quick message directly, email support is still a useful option. Tickets are better when you want a tracked thread tied to the workspace context.