Support tickets

If you need help with something that is not covered in the help centre, you can raise a support ticket directly from your dashboard. Every ticket is reviewed by the Sessional team and you will receive a response via email and on your dashboard.

Support tickets are the best way to:

• Report a bug or unexpected behaviour
• Ask a question about how a feature works
• Request help with your account, billing, or subscription
• Suggest a feature or improvement
• Raise a data or privacy concern

To create a new support ticket:

1. Navigate to Support — open the Support page from your dashboard sidebar, or go directly to Dashboard > Support.
2. Click “New ticket” — this opens the ticket form.
3. Enter a subject — a short summary of your issue or question (e.g. “Invoice PDF not generating” or “Question about mileage rates”).
4. Describe the issue — provide as much detail as you can in the message body. The more context you give, the faster we can help.
5. Submit — your ticket is created and added to your support history. You will see a confirmation on screen.

To help us resolve your issue as quickly as possible, try to include:

• What you were trying to do — describe the action you were taking (e.g. “I was trying to generate an invoice for three sessions”)
• What happened — describe what actually occurred, including any error messages you saw
• What you expected — describe what you thought should have happened
• Steps to reproduce — if the issue is repeatable, list the steps so we can replicate it on our end
• Browser and device — mention which browser you are using (Chrome, Safari, Firefox, etc.) and whether you are on a computer, tablet, or phone

We aim to respond to all support tickets promptly. Response times depend on your plan:

• Pro users — priority support. We aim to respond within 4 working hours during business hours (Monday to Friday, 9am to 5pm UK time).
• Plus and Basic users — standard support. We aim to respond within 24 hours during business hours.

These are target response times, not guaranteed SLAs. Most tickets receive a first response well within these windows. Complex issues may require follow-up messages to fully resolve.

All your tickets are listed on the Support page in your dashboard. Each ticket shows its current status:

• Open — your ticket has been submitted and is awaiting a response from the team
• In progress — the team is actively working on your issue
• Awaiting reply — we have responded and are waiting for further information from you
• Resolved — the issue has been addressed and the ticket is closed

Click on any ticket to view the full conversation history, including all messages between you and the support team.

When a member of the Sessional team replies to your ticket, you will receive an email notification at the email address associated with your account. The email includes the reply text so you can read it without logging in.

To respond, log into your dashboard and open the ticket — replies are managed through the dashboard rather than by replying to the email. This keeps the full conversation in one place and ensures nothing is lost.

Notifications are sent from [email protected] via Postmark. If you are not receiving them:

• Check your spam or junk folder
• Add [email protected] to your contacts or safe senders list
• Verify that your account email address is correct on the profile page

Pro plan subscribers receive priority routing for all support tickets. This means your tickets are flagged and handled before standard-tier requests during busy periods. Priority support includes:

• Faster first response — target of 4 working hours versus 24 hours for other plans
• Priority queue — your tickets are placed at the front of the queue during peak times
• Dedicated attention — complex issues are escalated more quickly for investigation

If you are on the Basic or Plus plan and find that you need faster support regularly, consider upgrading to Pro. You can change your plan at any time from the billing page.

• Check the help centre first — many common questions are answered in these guides. Use the sidebar to browse topics.
• One issue per ticket — if you have multiple unrelated questions, create separate tickets. This helps us route each one to the right person and track them independently.
• Be specific — “invoicing is broken” is harder to investigate than “clicking Generate PDF on invoice INV-0042 shows a blank page in Chrome”.
• Include references — if your issue relates to a specific invoice, booking, or expense, include the reference number or date so we can look it up.
• Check your spam folder — if you are not receiving email notifications, check your spam or junk folder. Our emails come from [email protected].