Learn how to send a question to the InfraNest team from inside the app, and how to keep track of the reply — all without a single email thread.
Overview
- Ask questions and report issues without leaving InfraNest.
- Attach screenshots, PDFs or logs to help us understand the problem.
- Follow replies, get notified, and reopen a ticket if the issue comes back.
Open a ticket
- Select Support in the menu, or Contact support where it's offered.
- Select New ticket.
- Fill in Subject and use the Describe your question or issue… field to explain what's happening. As you type the subject, InfraNest suggests Related help articles that may answer it straight away.
- Use Attach files to add anything useful — images, PDF or logs, up to 5 files of 10 MB each. You can also drag, drop or paste them into the Drop files to attach area.
- Select Send ticket.
Follow the reply
- Select Support to see your Support tickets list, showing each ticket's Status and an Unread reply dot when we've answered.
- Select a ticket to Open the conversation and read the full history.
- Use the Write a reply… field and select Send to respond.
You'll also get:
- a notification in the app, and
- an email — unless you've turned support-reply emails off in Settings → Notifications.
Resolve, or reopen a ticket
- Once your question is answered, select Mark resolved. The ticket will show This ticket is resolved.
- If the same problem comes back within two weeks, reopen the ticket instead of starting a new one.
- After two weeks, select New ticket to start a fresh one so the history stays readable.
- On a resolved ticket, you can leave a quick 👍 or 👎 and a comment — you'll see Thanks for your feedback 🙏 once submitted. This step is optional but genuinely shapes what we fix next.
Who can see what
- By default, you only see your own tickets under Support.
- If your role includes permission to read all support tickets, the organization's Support tickets tab shows everyone's tickets, listed with Requester, Subject, Category, and Last reply.
- Replies are still made from each requester's own view — you're not replying on someone else's behalf.
NoteIf you emailed us before you had an account, that conversation is matched to you automatically once the email addresses agree.
Troubleshooting
- "Support isn't available right now" — the support desk is temporarily unreachable; your message wasn't lost. Try again shortly.
- Can't find an old ticket — use Search your tickets… to filter by keyword, or check whether it's listed under Resolved or Snoozed.
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Getting helpHelp is built into InfraNest — you can read guidance for whatever page you're on without leaving it.Getting started with InfraNestWelcome to InfraNest. When you sign up, a short setup wizard gets your workspace ready, and your dashboard then guides you through the first few things to do.Keyboard shortcutsInfraNest works from the keyboard, so you can move around and act on things without reaching for the mouse.Search and jump aroundInfraNest has a quick command menu so you can jump to any page or find help without clicking through the menus.