> ## Documentation Index
> Fetch the complete documentation index at: https://docs.senderz.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Help and support

> The Help Center inside Senderz: search the built-in guides, open a support ticket, track its status, and understand how a reply reaches you.

Senderz has a Help Center built into the product. Open **Help Center** at the bottom of the sidebar.

It holds three things: short in-product guides, your workspace's support tickets, and a set of frequently asked questions.

## What is on the page

<CardGroup cols={2}>
  <Card title="Guides" icon="book-open">
    Fourteen short articles grouped into Getting started, Campaigns,
    Automations, Contacts, Deliverability and Billing. Search the box at the top
    or pick a topic. Until you search, only the popular ones are listed.
  </Card>

  <Card title="Your tickets" icon="inbox">
    Every support ticket raised in this workspace, with its reference, topic,
    date and status.
  </Card>

  <Card title="Frequently asked" icon="circle-question">
    Short answers to the questions that come up most, such as resetting a
    password, changing plan and exporting your data.
  </Card>

  <Card title="Documentation" icon="arrow-up-right-from-square">
    The **Documentation** button in the header opens this documentation site in a
    new tab.
  </Card>
</CardGroup>

## Opening a ticket

There are two ways in, and they are not identical.

<Tabs>
  <Tab title="New ticket (recommended)">
    In the **Your tickets** section, choose **New ticket**. You get the full
    form:

    <ParamField path="Subject" type="required">
      A short line describing the problem. Up to 255 characters.
    </ParamField>

    <ParamField path="Topic" type="required">
      One of Getting started, Campaigns, Automations, Contacts, Deliverability or
      Billing.
    </ParamField>

    <ParamField path="Priority" type="required" default="Normal">
      Low, Normal or High.
    </ParamField>

    <ParamField path="Message" type="required">
      The detail. Up to 5,000 characters.
    </ParamField>

    On submit you get the ticket reference in a confirmation, and the ticket
    appears in the list.
  </Tab>

  <Tab title="Contact support">
    The **Contact support** button in the page header opens a shorter form: pick
    a subject from a fixed list and write a description.

    It is quicker, but it files the ticket at normal priority under a general
    topic. Use **New ticket** instead when the topic or the priority matters.
  </Tab>
</Tabs>

<Note>
  Opening a ticket needs the **owner**, **admin**, **editor** or **designer**
  role. A **viewer** can read the workspace's tickets but cannot raise one.
</Note>

## What to include

A ticket with the right detail is usually answered in one round trip. A ticket without it costs a day.

* **What you expected and what happened instead.** One sentence each.
* **The exact name of the thing.** The campaign name, the automation name, the domain, the list.
* **The reference Senderz gave you.** A campaign that failed shows a reason on the campaign page. Copy it in.
* **When it happened.** A date and rough time is enough.
* **Who it affected.** One recipient, one segment, or everybody.
* **An error code if you saw one.** Senderz error toasts have a **Copy details** action that puts the code, the request reference and the timestamp on your clipboard. Paste that in.

Do not paste customer email addresses or phone numbers unless the problem is specific to one contact. If it is, one address is enough.

## Tracking a ticket

Every ticket gets a reference that starts with `SUP-`. The **Your tickets** list shows the reference, the topic, the date it was raised and a status badge.

| Status       | What it means                                                    |
| ------------ | ---------------------------------------------------------------- |
| **Open**     | Raised and not yet answered.                                     |
| **Pending**  | Senderz has replied. The reply is in your email, not in the app. |
| **Resolved** | Closed, either by Senderz or by you.                             |

**Mark resolved** on a ticket closes it yourself. Use it when you sorted the problem out and no longer need an answer. Once resolved, the button disappears.

<Info>
  The list shows tickets for the whole workspace, not only the ones you raised.
  Anyone with access can see what a colleague reported and mark it resolved.
</Info>

## How a reply reaches you

Senderz replies by **email**. The reply goes to whoever opened the ticket, and falls back to the workspace owner if that person no longer has an account.

When a reply is sent, the ticket moves to **Pending**. If the reply also closes the matter, it moves to **Resolved** instead.

<Warning>
  There is no message thread inside Senderz. The ticket list shows the status and
  the original subject, not the conversation. Keep the email, because that is
  where the answer lives.
</Warning>

Make sure the address on your Senderz account is one you actually read, and that mail from Senderz is not landing in spam. You can see the address under **Settings → Profile**. It is shown read only, so ask support if it needs changing.

## System status

The Help Center header has a **System status** button.

<Warning>
  That page does not report live service health yet. Do not use it to decide
  whether something is down. If you think a send, a sync or the dashboard is
  broken, raise a ticket and say what you were doing when it failed.
</Warning>

## Before you raise a ticket

A few problems have a documented answer and are faster to fix yourself.

<CardGroup cols={2}>
  <Card title="Emails not arriving" icon="shield" href="/en/deliverability/domains">
    Usually an unverified sending domain or a missing DNS record.
  </Card>

  <Card title="A campaign says it failed" icon="triangle-exclamation" href="/en/messaging/campaigns">
    The campaign page names the reason and what to change.
  </Card>

  <Card title="Contacts did not import" icon="file-import" href="/en/audience/import">
    The import report lists every rejected row and why it was rejected.
  </Card>

  <Card title="A store stopped syncing" icon="plug" href="/en/integrations/overview">
    Most often an expired authorisation. Reconnecting the store fixes it.
  </Card>
</CardGroup>

Senderz also posts a notice in the bell when a domain, an import, a store connection or a coupon pool needs attention. Check there first. See [Notifications](/en/account/notifications).