Get help from Buildy support

How to reach support, what the support assistant can do, and when it opens a ticket for the support team.

Chat with support

In a project, click Help in the header, then Contact support. On a phone, tap the question-mark icon in the header. You can also open Dashboard > Help, or Tools > Help on a phone. From these docs, click Chat with support. The support assistant answers from these docs.

Add a screenshot

A screenshot shows the assistant exactly what you see. To add one:

Select the image button (Add a screenshot) next to the message box, or
Paste a screenshot into the message box, or
Drag an image into the chat.

You can add up to 3 screenshots per message and 10 per chat. If the assistant opens a ticket, the support team gets your screenshots with it.

When the assistant opens a ticket

The assistant opens a ticket for the support team when your issue needs a person. For example:

A wrong or duplicate charge
A problem with access to your account
A bug that blocks you after the assistant's steps did not fix it

Replies to your ticket go to the email on your account. If you are not signed in, the assistant asks for your email first.

See your tickets and reply in Buildy

You can also read replies and answer them inside Buildy:

In a project, click Help in the header. On a phone, tap the question-mark icon. You can also use Dashboard > Help or, on a phone, Tools > Help.
Open Your tickets.
Pick a ticket to see the replies and the screenshots you added in the chat. Type your answer in the box at the bottom and send it.

Your answer goes to the same ticket, with the rest of the conversation. If the ticket was closed, your reply opens it again. You can also reply to the emails.

Your tickets lists the tickets Buildy opened for your account: from a support chat while you were signed in. Tickets you started by email are not listed there. Reply to those by email.

What to include

Give the assistant what it needs to help on the first try:

The address of your project, copied from your browser bar
The exact error text, or a screenshot of the screen
What you clicked right before the problem

Questions about building

For changes to your app, marketing or agents, ask Buildy in your project chat. Buildy can explain features and make the change for you.