Appearance
Help and support
Help & Support in the dashboard sidebar is where you reach the EasyMerge support team. A ticket carries the organization it was filed under and, when you file it from a review or a repository, that context too — so the answer comes back on the ticket rather than in your inbox.
The ticket list
Every ticket raised on an organization you belong to — your own and your teammates'. The organization switcher scopes the list first; two filters then narrow it, and a counter above the table reads 12 tickets.
| Column | Contents |
|---|---|
| Ticket | The ticket number, SUP-000123, and its subject |
| Context | The repository or review the ticket was filed against, if any |
| Category | Technical, Billing, Account, Feature request or Other |
| Status | Open or Closed |
| Updated | When the ticket last changed |
Rows are ordered by most recently updated, 25 to a page. Status is only ever Open or Closed — there is no in-between state to interpret.
With no tickets yet the page reads No support tickets — Create a ticket and the EasyMerge support team will help you here. Filtered down to nothing it reads No tickets match these filters.
Creating a ticket
New ticket on the list, or Report a problem on a review detail page or a repository's settings page — that route fills in the repository, and the review you were looking at, for you.
| Field | Required | Notes |
|---|---|---|
| Installation | yes | The account the ticket belongs to. It decides who else can see the ticket, and which repositories you can attach it to |
| Category | yes | Technical, Billing, Account, Feature request, Other |
| Subject | yes | 5–160 characters, with a live counter |
| Description | yes | 10–10,000 characters. Markdown is supported |
| Attachments | no | See Attachments. Choose an installation first |
| Repository | no | Only repositories under the chosen installation |
The page says it plainly: Do not include passwords, access tokens or other secrets. Everything you write is readable by support and by everyone else on that installation.
Create ticket opens the new ticket and confirms with SUP-000123 created. Leaving the page with an unfinished draft asks Discard this ticket? first, and changing the installation after uploading files warns that those files belong to the old one and will be removed.
If the account is suspended, the ticket cannot be created: This installation is suspended, so new tickets cannot be created right now.
Attachments
Screenshots, logs and exports can ride along with the first message and with any reply.
| Limit | Value |
|---|---|
| Files per message | 5 |
| Size per file | 10 MiB |
| Size per message, all files | 25 MiB |
| Accepted types | PNG, JPEG, WebP, PDF, .txt, .log, .csv |
Choose files with the button, drop them on the field, or paste a screenshot straight into the message box. Each file uploads and is then checked before it can be sent — the row reads Uploading…, Checking file…, then Ready — and the ticket or reply cannot be sent while anything is still in flight.
A file that is refused says why on its row, and refused files do not count towards the five: This file type is not accepted., This file is empty., File is larger than 10 MiB., The file was rejected by the malware scan. Those four are final — remove the file. Anything that failed on the way — The file could not be checked right now. Please try again. — offers Retry.
The helper text repeats the rule that matters: Do not include passwords or access tokens.
Formatting messages
A ticket description and every reply take the same limited Markdown.
| What you write | What you get |
|---|---|
**bold**, *italic* | Bold and italic |
- item, 1. item | Bullet and numbered lists, nesting included |
`code` and fenced code blocks | Inline code and code blocks |
[text](url) | A link, opened in a new tab |
> quote | A blockquote |
A single newline is a line break; a blank line starts a new paragraph.
Anything else arrives as plain text. Headings keep their words and lose the heading style, tables leave the cell text without the layout, images are not shown, and horizontal rules, strikethrough and task-list checkboxes have no effect. HTML tags — <b>, <script>, any of them — appear exactly as you typed them and are never rendered as markup. A link stays a link only when it points at http, https or mailto; any other address leaves the text and drops the link.
The conversation
The ticket page is the whole exchange, oldest first: your description and its files, then every reply. Messages from the support team carry a Support badge. Before the first reply it reads No replies yet. The support team will answer here.
Replies take the same 10,000 characters, support the same Markdown, and send with ⌘/Ctrl+Enter. You can delete a message you wrote yourself — it cannot be undone.
Attachments open in place: images, PDFs and text files preview in a viewer with Download beside them, ←/→ move between the files on a message, and Esc closes it. A file that cannot be previewed offers Download instead.
Anyone on the installation can reply, not only the person who opened the ticket.
Closing a ticket
Close ticket at the top right, after a confirmation: You will no longer be able to reply. Support can still see the conversation. A closed ticket reads This ticket is closed and no longer accepts replies. and the reply box is gone.
Support can reopen a closed ticket; you cannot. Open a new one if something comes back.
Notifications
The bell in the dashboard header carries the number of unread notifications, 9+ above nine. Notifications go to the person who created the ticket, and cover two things:
| Notification | Raised when |
|---|---|
New reply on SUP-000123 | Support replies on a ticket you created |
SUP-000123 was closed / was reopened | Support closes or reopens a ticket you created |
Nothing else raises one: not your own messages, not a teammate replying on the same ticket or closing it, and not the steps support takes between answering and closing.
The popover lists the ten most recent; selecting one opens that ticket and marks it read, and Mark all as read clears the badge. With nothing waiting it reads You're all caught up. It refreshes when the dashboard loads and each time you open it. Nothing is sent by email.