Lesson: Creating a Helpdesk Ticket
When Support Chat can’t fully resolve something, or your request needs a real technician, the Helpdesk page is where you submit it directly — anytime, day or night.
How to submit a ticket:
- Open the Helpdesk section of the app
- Describe your issue — if Support Chat already worked on it with you, paste in the summary it offered so you don’t have to retype everything
- Choose how you want to proceed: get a cost estimate first, or have it resolved as soon as possible
- Submit — your ticket is created directly, no waiting on hold
Good things to submit here:
- Anything Support Chat couldn’t fix
- Account changes, billing questions, or complaints
- Complex or multi-step technical issues
- Project work or anything requiring a programmer/engineer
What it costs:
- Standard Helpdesk support: $120/hour, billed in 15-minute increments (15-minute minimum)
- Programmer/Engineer-level work: $200/hour
- Charges are billed to your card on file at the end of your billing cycle
A few things to know:
- If you request a quote, a technician reviews your ticket and sends an estimate — nothing is billed until you approve it
- If you choose “resolve ASAP,” work begins right away at the standard rate, no estimate required first
- Estimates aren’t guarantees. If a technician finds the issue is more complex than expected, they’ll pause, stop billing, and check in with you before continuing
- This is separate from Expert Scam Analysis ($15 flat) — for a suspected scam or threat, that’s the faster, cheaper option
