Three related but different things live behind the Support icon in the top navigation bar.
Support ticket
A formal, trackable request filed under a Topic (admin-configured — see How to Create and Manage Support Topics), with a title and description. It goes through a status lifecycle:
Status | Meaning |
|---|---|
New / Open | Filed, not yet picked up |
Assigned | An agent has it |
In Progress | Being worked |
Pending | Waiting — usually on you |
Escalated | Bumped up |
Resolved (Fixed / Won't Fix / Duplicate / User Error / Cannot Reproduce) | Done, with a reason |
Closed | Finished |
Reopened | Closed, then reopened |
Void | Cancelled without resolution |
You can message back and forth inside a ticket the same way you would in a chat — a ticket isn't a one-shot form, it's an ongoing conversation with a status attached.
Support chat ("Chat with Support")
The real-time option in the same "get help" screen. Choosing it skips the title/description form and immediately opens a conversation — internally this is a Pre-Ticket, a lighter record than a full ticket. An agent can formalize it into a regular ticket later if needed.
Both the ticket and chat paths start from the same place — see How to Contact Support
Scheduled webinar
Something else entirely: a bookable session (a demo, training, or onboarding call) with a specific presenter, date, and time — not a support ticket at all, and not created from the same screen. Types of session, who presents them, and when they're available are all set up by an admin — see How to Set Up Scheduled Support Webinars You book into one, or join one you've already booked — see How to Request a Scheduled Webinar and How to View or Join Your Webinars
Where these live
The Support nav icon opens a menu with two groups: Online Support (Contact Support, View Active Tickets) and Training (Request Webinar, My Scheduled Webinars). Tickets/chats and webinars are otherwise unrelated systems that happen to share one entry point.
Notifications
Whether you get notified about ticket assignments, status changes, new messages, and escalations is controlled per-member — see How to Set Your Support Notification Preferences (reached, confusingly, via a Settings card labeled "Analytics").
Related articles
Other guides that answer questions close to this one.
How to Check the Status of a Support Ticket
See the tickets you've submitted, their current status, and continue or rate the conversation. Before you start The View Own Support Tickets Created right. Steps 1. In the top navigation bar, click the Support icon. 2.…
How to Contact Support
Start getting help from Support, either as a real-time chat or a formal ticket. Before you start The Create Support Ticket right (or any support-agent right, which includes it). Steps 1. In the top navigation bar, click…
How to Create and Manage Support Topics
Set up the topics support tickets get filed under, and how tickets on each one get assigned. Before you start The Manage Support Settings right. Steps 1. Go to Settings → Support → Topics. 2. Click Add Topic. 3. Fill…
How to Request a Scheduled Webinar
Book a training/demo session (webinar), either by joining one already scheduled or picking a new time slot. Before you start The Request Webinar right. At least one webinar type must be configured by an admin, or the…
How to Set Up Scheduled Support Webinars
Set up a bookable session type (e.g. a demo or onboarding call) that people can schedule with your team — who presents it, when it's available, and what reminders go out. Before you start The Manage Support Settings…
How to View or Join Your Webinars
See the webinars you've booked or joined, join one when it starts, or drop your reservation. Before you start The View My Scheduled Webinars right. Steps 1. In the top navigation bar, click the Support icon. 2. Under…