Getting help and contacting support

There are two ways to open help in Alaga:

Click the Help button (the life-ring icon) at the top of the screen.
In the sidebar, open Help & Support and click Get help.

Both open the Help panel on the right. It has up to four tabs.

Articles

The Articles tab shows help articles For this page, plus Popular ones. Type in Search help articles to search them all.

Didn't find it? Click Contact us at the bottom.

To browse every article, use Help & Support → Knowledge Base in the sidebar.

Ask Alaga

If Alaga has switched on Ask Alaga for your business, the panel opens on this tab. Ask about today's work or how something works in Alaga. It answers using your permissions, so it only sees what you can see. Check its answers before you act on them.

Need a person? Click Talk to a person under the conversation. Add a note if you like, then click Send to support. Your conversation goes with the request, so you don't have to repeat yourself.

What's new

The What's new tab lists new features from Alaga and any known issues, outages or maintenance affecting your business, with the latest update on each. See Announcements from Alaga and What's new.

Contact us

Open the Contact us tab.
Under What's it about?, pick one: How do I…, Something's broken, Billing, Account / staff access or Idea or request.
Type a Subject.
Under What happened?, say what you were doing, what you expected and what you saw.
Add screenshots or files if they help (optional).
If you can't work until it is fixed, tick This is blocking work right now. Blocking requests get looked at first.
Click Send to support.

You get a request number, like TKT-1234. Alaga includes the page you were on and your browser details for you.

A person on the Alaga team reads every request.

Reply times

We reply within 1 business day (Monday to Saturday, 8am to 6pm Central). Urgent payment problems and outages get a faster reply.

Support Requests

Sidebar → Help & Support → Support Requests lists your business's requests. Any staff member can open it.

Search by subject or request number, or filter by status.
Click New Request to send another one.
Click a request to read the conversation and reply.

When we answer, you get an email, and the reply shows on the request in Alaga.

To reply, type in the request and click Send Reply, or just reply to our email.
Resolved requests: if it still isn't fixed, reply and the request opens again.
Closed requests: start a new request from Help.

After a request is resolved, you can rate your experience.

Emailing us

You can also email support@alaga.io. Your email becomes a support request. If your Alaga login belongs to one business, the request is linked to it. Our replies come by email, and you can reply to keep the same conversation going.

What to include

What you were doing, and what you expected to happen
What happened instead, word for word if there was a message
Client name, invoice number, or date and time if it is about a record
A screenshot, if you can