Help & Support

How to submit a support ticket, keep the conversation in one place, and work with the Scale B.O.S.S. support team until an issue is fully resolved.

In one sentence
Help & Support is the formal in-platform service desk for bugs, account issues, setup questions, and other requests that require a response from the Scale B.O.S.S. support team.

What this guide covers

• What Help & Support is and why it matters

• How to open the support drawer and navigate the workspace

• How to submit an effective support ticket

• How to manage active tickets and continue the conversation

• Ticket status, filters, and follow-up

• Best practices for faster resolution

What Help & Support is

Help & Support is the in-platform service desk for questions, bugs, account issues, configuration help, and other requests that require the Scale B.O.S.S. support team's attention. It gives every user a structured way to raise an issue, add context, attach evidence, and continue the conversation until the matter is resolved.

Support breaks down when requests are scattered across email threads, text messages, meeting comments, and forgotten follow-ups. A ticketing workflow keeps everything in one place — subject, category, description, attachments, support responses, and user replies all live in the same record.

In practical terms, Help & Support provides a single place to ask for help, preserves the full history of each issue, allows the support team to triage and respond with context, and makes it easy to keep a request open until the problem is actually solved.

Open Help & Support from the profile menu.

Why this feature matters

A support feature only adds value when it reduces friction rather than creating it. Scale B.O.S.S. addresses this by keeping Help & Support inside the application. Users don't need to leave the platform, search for an email address, or re-explain an issue from scratch. They can open the drawer, create a ticket, and continue the conversation in the same place the issue occurred.

This is especially important in an operating system like Scale B.O.S.S., where work is tied to records, dashboards, charters, CFOs, evaluations, goals, and organizational workflows. A delayed response to a broken connector, stuck form, missing permission, or failed workflow can slow real execution. Help & Support provides an immediate escalation path.

It also improves accountability. Rather than relying on memory, both users and support can see exactly when a ticket was opened, what was reported, what was attached, what was answered, and whether the request is still open or resolved.

When to use Help & Support versus other features

Feature	Best use	Not the best use
Help & Support	Bugs, technical issues, account problems, platform confusion, feature questions, access issues, and support follow-up with the Scale B.O.S.S. team.	Internal peer-to-peer collaboration or personal reminders.
Messages	Internal discussion with coworkers, groups, charter threads, and team coordination.	Formal product or account support requests.
Notes & Tasks	Personal notes, private drafting, and personal to-dos.	Shared support issues that require a response or visible support history.

Opening Help & Support

Help & Support is accessible from the profile menu in the upper-right corner of the application. Open the avatar menu and select Help & Support. The support drawer opens without navigating away from the current page.

This placement is intentional. Support often starts the moment a problem appears — while inside a charter, reviewing a dashboard, updating a goal, publishing a CFO, or editing an evaluation. The entry point is close enough that users can move directly into a ticket without losing context.

Understanding the Help & Support workspace

The support experience is organized as a two-pane workspace. The left pane handles navigation and intake — it contains the search bar, the quick-create control, the Mine and Org tabs, and status filters (Open, Resolved, Closed, All). This is where users find existing tickets, narrow the list, and start new requests.

The right pane changes based on context. With no tickets, it shows an empty state with a Create Ticket button. When creating a ticket, it shows the new-ticket form. When a ticket is selected, it shows the live conversation thread and ticket details.

Support empty state with quick access to Create Ticket.

What the left pane does

• Search tickets: Find a request quickly by subject or ticket reference.

• Mine: Show tickets submitted by or associated with the current user.

• Org: Switch to organization-level support visibility based on the user's role.

• Open / Resolved / Closed / All: Move between active support work and historical records.

• Plus icon: Start a new ticket from anywhere inside the support drawer.

What the right pane does

The right pane is the active work area — where a request is described, submitted, discussed, and closed. Think of it as the complete service record for a given issue.

How to submit a support ticket

Creating a ticket is straightforward, but ticket quality directly affects the speed and quality of the response.

Step 1: Start a new ticket

Click Create Ticket from the empty state, or click the plus icon in the left pane. The new-ticket form opens in the right pane.

New ticket form with subject, category, description, and optional attachment area.

Step 2: Enter a clear subject

The subject should describe the issue in plain language. A strong subject helps support triage the request quickly and makes it easier to find later.

• Stronger: "Recurring Google Account Disconnection Issue," "Cannot publish quarterly CFO for Jordan Wells," or "Marketing dashboard loading blank after filter change."

• Weaker: "Help," "Broken," "This isn't working," or "Question."

Step 3: Choose the right category

The category tells the support team what type of issue is being reported and ensures the request is routed and prioritized correctly.

Step 4: Write the description

The description is where the user explains what is happening. A strong description includes: what the user was trying to do, what they expected, what actually happened, whether the issue is repeatable, where it occurred in the system, and any relevant timing or urgency.

A strong description sounds like this
I was reconnecting our Google account from the integrations area. The connection succeeds but disconnects again within a few minutes. This has happened three times today and appears to affect reporting sync, preventing our dashboard from updating.

A weak description sounds like this
Google is broken.

Step 5: Add attachments when helpful

Upload files when evidence will improve the request. Screenshots, screen recordings, exported files, or annotated examples can significantly reduce back-and-forth.

Step 6: Submit the ticket

Once the subject, category, and description are complete, click Create Ticket. The request is added to the ticket list and becomes a live conversation record.

What a good ticket looks like

A strong ticket doesn't need to be long — it needs to be useful. Good tickets are specific, factual, reproducible when possible, supported by evidence when relevant, and clear about urgency without exaggeration.

Before submitting, confirm:

• Have I named the issue clearly?

• Have I explained what I was trying to do?

• Have I stated what I expected to happen?

• Have I stated what actually happened?

• Have I identified where in the system this occurred?

• Have I attached evidence if the issue is visible?

• Have I explained any urgency or business impact?

Working a ticket after submission

Once a ticket exists, the experience shifts from intake to conversation. The ticket thread displays the ticket number, subject, status, category, creation time, support replies, and user replies in a structured message stream. The support team responds within the thread, and users can add context, answer questions, or upload additional evidence without opening a new request.

Open ticket view showing status, category, support reply, and the reply composer.

What to review inside an open ticket

1. Ticket reference — the identifier for easy reference.

2. Status — shows whether the request is active or has progressed in the lifecycle.

3. Category — confirms the issue is labeled correctly.

4. Conversation thread — the full record of support communication.

5. Reply area — used to continue the discussion and provide updates.

Replying to support

When support responds, continue the conversation in the same ticket rather than opening a new one. This keeps the history intact and avoids splitting the diagnosis across multiple records.

• Answer any questions support asks.

• Add a screenshot, recording, or file if it will help.

• Confirm whether the issue still exists.

• Confirm whether a proposed fix worked.

• Clarify business impact when timing is a factor.

Resolving the ticket

Use the Resolve action only when the issue is fully addressed — not simply when there has been activity. If support has responded but the underlying problem persists, the ticket should remain open.

Understanding ticket filters and status views

The support drawer provides several ways to manage ticket volume. Mine and Org separate personal requests from broader organizational visibility. Open, Resolved, Closed, and All help users focus on active work or review completed history.

Best practice
Do not open duplicate tickets for the same issue. Reopen or continue the original thread so support can see the full history in one place.

Why keeping the conversation inside the ticket matters

One of Help & Support's most important qualities is that the support discussion stays attached to the ticket. Without a ticket thread, users may report an issue one way, follow up elsewhere, attach evidence in a third place, and lose track of what was already communicated. Inside Scale B.O.S.S., the ticket becomes the system of record for that issue.

• Users don't have to restate the problem each time.

• Support can review the full history quickly.

• Attachments remain linked to the same issue.

• Status is always visible.

• Resolution is easier to confirm.

Best practices for faster resolution

For bugs and technical issues

Identify the page, record, workflow, or feature where the problem occurred. Note whether it happens consistently or only sometimes.

For access and permissions issues

Specify which account, team member, role, or organization is affected and what action is currently blocked.

For confusing behavior

Describe the expected outcome so support can determine whether the issue is a defect, a setup problem, or expected behavior that needs clarification.

For urgent issues

Explain the business impact rather than simply stating urgency. "This blocks month-end KPI updates" is far more actionable than "Please fix ASAP."

For follow-up

Reply within the same ticket. Only open a new ticket if the issue is genuinely unrelated.

A simple support writing template

Use this structure
Subject: clear summary of the issue
Category: best-fit support category
Description: what I was trying to do, what I expected, what actually happened, how often it occurs, where it happened in Scale B.O.S.S., and any urgency or business impact
Attachment: screenshot or video if applicable

Common mistakes to avoid

• Opening duplicate tickets for the same issue.

• Using a vague subject that makes triage harder.

• Omitting the expected result.

• Marking a ticket resolved before confirming the fix.

• Continuing the discussion outside the ticket instead of replying in-thread.

• Reporting urgency without explaining business impact.

• Providing no evidence for a visible issue when a screenshot would help immediately.

What a successful support workflow looks like

1. The user opens Help & Support from the profile menu.

2. The user submits a clear ticket with the correct category and sufficient detail.

3. The ticket appears in the support list and becomes a live thread.

4. Support replies within the ticket.

5. The user answers follow-up questions or adds attachments as needed.

6. The issue is resolved and moved out of active work.

Final takeaway

Help & Support is the formal channel for product, technical, and account assistance inside Scale B.O.S.S. Its value lies not just in enabling users to ask for help, but in keeping every request structured, visible, searchable, and connected to a real support conversation until the issue is fully resolved.

How to Submit and Manage Support Tickets in Scale B.O.S.S.