Support Workflow
How support requests are handled and what to expect after submitting.
Overview
Understanding how support requests move through the system helps you know what to expect and how to get the most out of the support process.
Request Lifecycle
1. Submitted
When you submit a request, it enters the queue. You receive a confirmation message indicating the request was received.
2. In Review
The support team reviews your request and:
- Checks if more information is needed
- Identifies the right person to handle your issue
- Assigns priority based on severity
3. In Progress
A support team member responds to your request:
- Answers your question directly
- Asks for clarification if needed
- Provides steps to resolve the issue
4. Resolved
When the issue is resolved:
- You receive a final response confirming the solution
- The request is marked as closed
- You can reply if the issue persists
5. Escalated (if needed)
If the issue is complex or requires additional resources:
- It may be escalated to a senior team member
- You are notified of the escalation
- A timeline for resolution is provided where possible
Communication Channel
Support responses are delivered through:
- Accoraze platform — Messages appear in your support inbox
- Email — If your email is configured, you also receive notifications
Reply directly to either channel — your response goes to the same conversation thread.
What Support Can Help With
| Category | Examples |
|---|---|
| Account access | Cannot sign in, password issues, email verification |
| Feature guidance | How to use a specific feature, configuration help |
| Technical issues | Errors, bugs, unexpected behavior |
| Billing & plans | Plan questions, upgrades, payment issues |
| Data concerns | Data export, backup questions, data integrity |
What Support Cannot Do
- Access another user's account without authorization
- Modify your business data directly without explicit permission
- Guarantee specific timelines for feature requests
- Provide services outside of Accoraze scope
Internal Notes (Platform-Side Only)
The Accoraze support team may add internal notes to your support ticket for context — these are visible only to the support team, not to business users. You will not see internal notes in your support conversation.
Keeping Your Request Active
- Reply promptly — If the support team asks for more information, respond quickly to avoid delays
- Provide updates — If the situation changes or the issue recurs, update the ticket
- Confirm resolution — If the issue is fixed, confirm so the ticket can be closed
Response Times
Response times depend on your plan:
| Plan | Expected Response |
|---|---|
| Free | Community / self-service |
| Starter | Standard email response |
| Business | Priority response, faster |
| Custom | Dedicated support channel |
During high-volume periods, response times may increase. Check Create a Support Request for current support options.
Related
- Create a Support Request — How to submit a new request
- FAQ — Quick answers to common questions
- Support Overview — Support section overview