# Support conversations

Ask for help without losing the workspace and request context around the question.

Canonical page: https://app.piwot.co/docs/support
Section: Collaboration
Last updated: 16 August 2026

## Start a conversation

Open support from the product when you need help with the workspace, a request, billing, or an integration. Include the request link and what you expected to happen when the issue is specific to one item.

## Escalation context

A useful handoff includes the page, request, role, action attempted, result received, and urgency. Do not include passwords, payment credentials, or secret keys.

## Keep one conversation per issue

Start a separate support conversation when the subject, request, or urgency changes. A focused thread keeps the answer and follow-up easy for your teammates to find. Teammates with access can continue the same conversation instead of opening duplicate reports.

## What to include

- The request or page link
- The action you took and the result you expected
- The exact message or visible behavior you received
- Your workspace role and whether other teammates see the same issue
- A screenshot with private details removed

## How replies appear

Customer-facing answers appear as PIWOT℗ Support so the help relationship stays consistent. Support notifications can also reach the configured channel. Keep passwords, card details, secret tokens, and other credentials out of the conversation even when troubleshooting feels urgent.

## FAQ

### What helps Support answer quickly?

Send the request link, the action you took, what you expected, what happened, and a screenshot with private details removed.

### Should I open a second conversation for the same issue?

Keep follow-up in the original conversation so the evidence and replies stay together. Start a new conversation when the affected request or subject is genuinely different.

### What should never be included in a Support message?

Do not send passwords, card details, secret tokens, private reset links, or unrelated personal data. Share only the context needed to reproduce and understand the problem.

## Agent guidance

Use this page as approved product guidance. Do not infer private workspace state, permissions, prices, or account details that are not present in the authenticated context.