---
title: Getting help and contacting support
slug: getting-help-and-support-requests
category: Troubleshooting
url: https://alaga.io/help/article/getting-help-and-support-requests
audiences: business_owner, manager, staff
updated: 2026-10-23
source: Alaga Help Center
---

# 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](/help/article/announcements-from-alaga).

## Contact us

1. Open the **Contact us** tab.
2. Under **What's it about?**, pick one: **How do I…**, **Something's broken**, **Billing**, **Account / staff access** or **Idea or request**.
3. Type a **Subject**.
4. Under **What happened?**, say what you were doing, what you expected and what you saw.
5. Add screenshots or files if they help (optional).
6. If you can't work until it is fixed, tick **This is blocking work right now**. Blocking requests get looked at first.
7. 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