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Support messages and feature requests

What these tools are

A support message is a question or a problem you send to our team. A feature request is something you wish the platform did. Both come back with a reference you can quote, so a later message can point at the exact thing you sent earlier.

This page covers what you get back when you send one, how to check on a feature request, where Request a Feature lives in the navigation, and what happens if you send the same request twice.

A ticket number on every support message

Send us a support message and the reply and your confirmation email both carry a ticket, for example FR-3F9A2C1B. Your message is recorded when you send it, not only emailed.

1. Send your support message.
2. Read the reply and your confirmation email. Both carry the ticket.
3. Keep the ticket. When you write again about the same matter, quote it.

Because the message is recorded when you send it, the ticket refers to a record we hold, not only to an email in someone's inbox. Your confirmation email and our reply carry the same ticket, so you can match them up later.

For a general view of how to reach us and what each option is for, see the page on support options.

A reference on every feature request

Missing something you need? That is what a feature request is for. When you send us one, the reply and your confirmation email both carry a reference in the same form as a support ticket, such as FR-3F9A2C1B, so you can point at it in a later message. A real person still reads every request you send.

Checking on a feature request you sent

You do not have to dig through old emails to find out what happened to a request. Ask the agent about a feature request you sent, and it looks it up for you. It tells you three things:

• whether the request was filed,
• its reference,
• and whether the email to the team went out.

The agent tells it as it is. When a delivery cannot be confirmed, the answer says that, rather than guessing.

1. Open your conversation with the agent.
2. Ask about the feature request you sent, in your own words.
3. Read the answer. If you want to follow up with the team, quote the reference it gives you.

Request a Feature has its own place in the navigation

If something you need is missing, Request a Feature is a real destination in your menu, in both the Classic and the Atlas views. It is not only a card at the bottom of the full Dashboard. Feature requests also live on your Account screen, each with a short explanation. The side menu itself opens with the four steps to a finished site.

Wherever you open it, a real person still reads every request you send.

Sending the same request twice

People sometimes send a request twice because they are not sure the first one went through. If you send us the same request again within a few minutes, we point you at the one already with the team instead of filing a second copy.

Before you write to us

Two things in the agent's panel can make a message to us clearer.

• Ask what a message means. Quote a status line or notice the agent showed you, and it can tell you what that message means, including wording it used to use.
• Keep your whole conversation. Copy chat and the Download button give you all of the conversation once, in order, including the full text of any note you pasted. The chat keeps the whole conversation while you move between pages, not only the latest part.

With a copy of what was said and a reference to quote, you can describe what happened without retyping it. If you are working through a problem on your own first, the troubleshooting guide is also available.

What it does not do

• When a delivery cannot be confirmed, the agent says so instead of presenting it as sent.
• A repeat of the same request within a few minutes is not filed as a second copy.

The platform overview lists everything the platform does today, and the pricing page describes the plans.

Updated October 2026