Help and Support in the app

Every company workspace has a help button. In the web it is the question mark in the header and an entry in the user menu. In the app it is in the menu.

Help Center

Search the help articles. Type a few words under How can we help? and the matching articles appear. Titles are in your language. If an article exists only in English, the page says so.

Send a Ticket to IDup

1. Open Help & Support and select Ticket to IDup.
2. Choose what it is about: Billing & subscription, Technical problem, Question about usage, Request / idea or Account & access.
3. Describe it briefly in the subject line. The fields depend on the topic. For a technical problem you say what you expected and what happened instead.
4. While you type, matching help articles appear. Select This helped if one solves it, and no ticket is created. Otherwise select Continue with ticket.
5. Choose the urgency, from a question with no rush to work not possible.
6. Add files if useful: up to 5 files of 10 MB each. You can paste a screenshot directly.
7. Send. You see Thank you – we have your ticket and the ticket number.

What is sent along

IDup automatically adds the company, the user, the page, the browser or app version, the device and the language. This helps us reproduce the problem. Select Details to see it. It contains no content of your account.

Reply time and answers

• The form shows the usual reply time of your plan.
• From the middle plan on, an urgent ticket can offer Start chat with IDup, if the chat is available.
• You get an e-mail when IDup replies. In the app a push notification arrives too.
• My tickets to IDup lists your tickets. An administrator sees all tickets of the company.

For problems with the app itself, see Get help from inside the app.