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Getting help from Erdo support

When something in a thread is not working, or Erdo cannot do something you need, you can bring in the people who build and run Erdo. There are two ways to do it, and both send the same kind of request.

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Ask Erdo to raise it

Erdo staff get this first. Until it reaches your organization, use the Ask for help button below.
Say so in the thread: “raise a support ticket about this”, “report this as a bug”, or “ask the Erdo team to add a reply-to option”. Erdo writes up the request for a support engineer who has not read your conversation. It covers what you need, what it tried, any error messages, and what you expected. Before anything is sent, you get an approval card. It shows the request in full and says the thread will be shared with Erdo staff. Nothing reaches support until you approve it, and if you reject it nothing is sent. Like any other outbound action, the card is skipped only if your organization’s autonomy settings let outbound actions run without approval. Erdo raises a request only when you ask for one, or when it offers and you say yes. It never contacts support on its own.

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Use the Ask for help button

The Ask for help button (the life-buoy icon under a message) does the same thing without going through the agent: you write the request yourself and send it.

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What happens next

Either way:
  • the thread is shared with Erdo staff (view only), so they can read the whole conversation instead of a summary,
  • a support conversation is opened for the thread, titled with the start of your request, and
  • a support box appears in the thread showing the request’s status: pending until someone picks it up, then assigned, then resolved.
Replies from the Erdo team appear in the thread, and you can answer them there. A second request from the same thread goes into the same support conversation rather than starting a new one, so the history stays together. To raise an unrelated problem, start it in a new thread. If the support inbox cannot be reached, the request is sent to Erdo support by email, and the reply comes to your email address instead of the thread.