Foundations

Getting Help

All roles3 min readUpdated May 22, 2026

CERQA has three ways to ask for help - a dedicated Support page for tracking tickets, a Help & Feedback dialog inside the app, and this documentation library you're reading now. This page walks through all three so you know which one to reach for and what to expect from each.

Three ways to get help

Different problems deserve different paths. Here's how to choose:

1Support page - Your ongoing thread with CERQA. Open new tickets, track existing ones, reply to support staff, and see resolution history. Use this when you have an issue that needs back-and-forth.
2Help & Feedback - A quick structured form you can submit from any page in the app without leaving what you're doing. Use this when you've hit something broken and want it logged with context.
3This library - Self-serve answers to "how do I..." questions. Use this when you want to learn something without waiting for a reply.

Opening the Support page

The Support page lives in the sidebar of every screen in the app. The icon shows a headset.

The CERQA sidebar with the Support icon highlighted, showing a headset glyph and the label Support. — Hover the Support icon in the sidebar to see its label. Click to open the ticket portal.

Clicking Support opens My Support Tickets - your personal view of every ticket you've created with CERQA. Tickets are organized by status across five tabs: All, Open, In Progress, Resolved, and Closed. The count next to each tab tells you how many tickets sit in that state.

The My Support Tickets page showing tabs for ticket status and a list of tickets with subject lines and timestamps. — My Support Tickets, your view into every ticket you've created.

Click any ticket to expand the full conversation thread - the original report, every reply from support, status changes, and attachments.

A resolved support ticket expanded to show the original report, replies from CERQA staff, and the resolution note. — A resolved ticket showing the full thread.

To start a new ticket, click New Ticket in the top-right of the Support page.

Filing a quick report via Help & Feedback

If you're in the middle of something and hit a problem, you don't need to leave the page. The Help entry in the avatar menu (your avatar in the top-right corner) opens a dialog called Help & Feedback for filing a quick report.

The Help & Feedback dialog open over the app, headed “How can we help you today? Select a category below”, with four category cards - Bug Report, Feature Request, General Feedback, Support Request - and a Cancel button. — The Help & Feedback dialog as it opens. Pick one of the four categories; the form that follows is shaped by the category you choose.

The dialog has four category options:

1Bug Report - Something is broken or behaving incorrectly.
2Feature Request - You want something new in CERQA.
3General Feedback - Thoughts, suggestions, or impressions.
4Support Request - You need help but it doesn't fit the other categories.

Pick the category that fits, fill in the details, and submit. The report becomes a ticket in your Support page just like any other.

A recorded walkthrough of the Help & Feedback flow from the avatar menu to the filed ticket's confirmation.

When to call your CERQA Account Manager directly

Some requests are too big to fit in a support ticket - adding or removing modules, configuring SSO, transferring properties between companies, or any change that affects your contract. For those, reach out to your CERQA Account Manager directly. The full list of these “out of scope for tickets” items lives in CA-14 - When to call your CERQA Account Manager.