Support Tickets

The in-app support system lets you get help without leaving OnLeads. Submit a ticket, receive an instant AI-powered response, and continue the conversation with the support team until your issue is resolved. Available to all users at no extra cost.

Getting There

Navigate to Sidebar > Help > Support (/support/). Support is available to all users regardless of subscription plan — no special permission required. You will see a badge showing your open ticket count in the sidebar.

How It Works

1. Create a ticket. Click "New Ticket" and fill in the subject, select a category and priority level, and write your initial message describing the issue.
2. Get an instant AI response. After submitting, the AI reads your message and provides an immediate response with helpful guidance. It also suggests a category and priority if you are unsure.
3. Continue the conversation. Reply to the ticket to add more context or ask follow-up questions. Each reply triggers another AI response while the team reviews your ticket.
4. Admin review. The support team sees all tickets in the admin dashboard, can reply with detailed solutions, and update the ticket status as they work on it.
5. Resolution. Once your issue is resolved, the ticket is marked as "Resolved" or "Closed". If the issue returns, replying to a resolved ticket automatically reopens it.

Key Features

• AI auto-reply — Every ticket and reply gets an instant AI-generated response, so you never have to wait in silence. The AI provides relevant guidance based on your message.
• 5 categories — Organize tickets by type: General, Billing, Technical, Feature Request, or Bug Report. The AI also suggests a category automatically.
• Priority levels — Set Low, Medium, High, or Urgent priority so the team knows which issues need immediate attention.
• 4 ticket statuses — Track progress: Open (new), In Progress (being worked on), Resolved (solution provided), Closed (completed).
• Chat-style conversation — Messages are displayed in a clean chat layout with color-coded bubbles: blue for your messages, purple for AI responses, and yellow for admin replies.
• Auto-reopen — Replying to a resolved or closed ticket automatically reopens it, so you do not need to create a new ticket for the same issue.
• No subscription required — Support tickets are available to every OnLeads user, including those on the free plan.

Tips & Best Practices

• Be specific in your initial message. Include what you were doing, what you expected, and what happened instead. This helps both the AI and the support team resolve your issue faster.
• Choose the right category. "Technical" for platform issues, "Billing" for payment questions, "Bug Report" for unexpected behavior, and "Feature Request" for suggestions.
• Check the AI response first — it often has the answer you need, especially for common questions about credits, subscriptions, and feature usage.
• Use "Urgent" priority sparingly — only for issues that are actively blocking your work. This helps the team prioritize effectively across all users.
• Keep one issue per ticket. If you have multiple unrelated problems, create separate tickets so each can be tracked and resolved independently.