> ## Documentation Index
> Fetch the complete documentation index at: https://docs.causfy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Writing to support

> How to open a ticket, what to say in it and how to follow the conversation.

Support works through **tickets**, not loose emails. Every query has its number, its status and its thread, and nothing gets lost.

It is in **Support**, in the menu.

<Frame caption="Support with no tickets yet. The button to create the first one is right there.">
  <img src="https://mintcdn.com/causfy/Ubx-ql658Ipb3lp8/imagenes/soporte.png?fit=max&auto=format&n=Ubx-ql658Ipb3lp8&q=85&s=c1ce6172f03a9a99934c9fd59a8c0597" alt="Empty support screen, saying there are no tickets and offering to create the first one" width="1440" height="844" data-path="imagenes/soporte.png" />
</Frame>

## Opening a ticket

<Steps>
  <Step title="Press create ticket">
    If it is your first one, the screen offers it to you directly.
  </Step>

  <Step title="Subject">
    One line saying what is happening. "I can't enable card payments" is useful; "problem" is not.
  </Step>

  <Step title="Type and priority">
    The type routes the ticket to whoever knows about that. The priority marks the real urgency, not the one you would like.
  </Step>

  <Step title="Describe the problem">
    What you did, what you expected and what happened. If there is an error message, copy it exactly.
  </Step>

  <Step title="Attach whatever helps">
    A screenshot saves three replies.
  </Step>
</Steps>

When you create it you are given the ticket number. That number is the reference for everything that follows.

## Following the ticket

In the list you see all of yours with their status. The ones marked **Awaiting your reply** are the ones stuck on your side: until you answer, they don't move.

Inside the ticket you have the full thread, the attachments, who is handling it and the history of what has happened.

* **Add Comment** adds your reply to the thread.
* **Close Ticket** marks it as resolved.
* **Reopen Ticket** if the problem comes back, without having to start from scratch.

<Tip>
  Reopen the old ticket instead of creating a new one when it is the same problem. Whoever reads it will have in front of them everything that was already tried.
</Tip>

## What to say so it gets sorted sooner

| Include      | Example                                                       |
| ------------ | ------------------------------------------------------------- |
| Which cause  | The link to the affected cause                                |
| What you did | "I requested the bank account and confirmed with the passkey" |
| What you saw | The exact text of the error                                   |
| From where   | Phone or desktop, and which browser                           |

<Warning>
  Don't write passwords, verification codes or full card numbers in the ticket. Support will never ask you for them.
</Warning>

## What support cannot do

* Approve your cause before review. That is decided by moderation and has its own circuit.
* Sort out whatever Stripe has pending with you. Those notices are handled inside Stripe.
* Get into your account on your behalf.