Support

In the sidebar, under Help, click Support. You'll see the list of your school's tickets with a counter per status (Open, Responded, Closed) and the All / Incidents / Ideas filters.

Press the Open a ticket button, top right. A new page opens, Open a support ticket, with the form. If you don't have any yet, the button also appears in the middle of the empty screen.

• Incident — something is broken or needs an urgent response.
• Idea or improvement — you want to suggest a new feature or improve something.

Pick the one that fits best: Error / bug, Question, Billing, Feature or Other.

Add a clear subject (between 3 and 200 characters) and a description (between 5 and 5,000 characters; there is a counter under the field). The more specific you are —what happens, what you expected and the steps you took—, the faster we can help.

Under the description, click Attach images and pick the screenshots or photos that help explain the problem. On a computer you can also drag them into the box or paste a screenshot into the description with Ctrl+V (Cmd+V on Mac). The ones you pick show as thumbnails, each with an ✕ to remove it before sending.

You can add up to 5 images per message, in PNG, JPG or WebP format and up to 10 MB each. Don't include student or family data. Only images are accepted: no PDFs or other documents.

Just above the button you'll see a box, Sent with your identity, with your name, your email and the school name. Click Send ticket: you go straight to the ticket you just created, and we'll notify you by email when we reply.

In the list, click any ticket to open it. You'll see the full conversation: your messages and the replies from the Lyncat Niu team.

Write your message in the Add a reply field and click Send reply. If you want to show us something, click Attach images, next to the reply; it works just like when you open the ticket. When you reply, the ticket is marked as Open again so your reply reaches us.

Only the person who opened the ticket can reply to it. The rest of the team can read it, but any attempt to send a reply returns an error; in that case it is better to open a ticket of your own.

Each message, including the first one, shows its images as thumbnails. Click one to see it larger, move from one to the next and click Download to save it. The Lyncat team can also reply with images.