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Settings & oversight

Support requests

For admins

Answer questions people send to admins when the Help assistant can't solve them.

When the Help assistant can't solve something, the person can send it to the admins. Every admin gets an email.

Answer a request

  1. Open Logs & privacy › Support requests.
  2. Select the Open tab.
  3. Open a request. You see what they asked, the page they were on and the help chat.
  4. Write your reply.
  5. Select Reply and mark resolved.

They get your answer by email and under My requests in their Help panel. Resolved requests move to the Resolved tab.

Unhelpful answers

The Unhelpful answers tab lists answers from the Help assistant that people marked with a thumbs-down. Read them to see where the guides fall short.

If an answer points to something you can't fix in the portal, tell the developer. See When to call the developer.

Tip: Reply to the person's actual question, and name the page and button they need. They will read your answer in the Help panel, so short and clear works best.

Still stuck?

Sign in, then select Help at the bottom right of any page.

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