> For the complete documentation index, see [llms.txt](https://docs.notionapps.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.notionapps.com/basics/notionapps-support-ticket-guide.md).
# NotionApps Support Ticket Guide
Use Support Tickets to ask for help, report trouble, and keep the full conversation connected to your NotionApps account. Tickets are designed for builder-side support: issues with your account, apps, Notion connection, sync behavior, domains, authentication, billing, templates, performance, or anything that blocks you from building and maintaining your NotionApps apps.
This guide explains how to open a ticket, choose the right fields, attach helpful files, follow progress, reply to support, and reopen a ticket when needed.
## Who this guide is for
This guide is for NotionApps builders who can sign in to the NotionApps builder dashboard.
Use this guide when you need to:
* Submit a new support request.
* Report a bug or trouble ticket.
* Attach the issue to a specific app.
* Add screenshots, images, or PDFs to a ticket.
* Understand category, severity, and status labels.
* Reply to the support team.
* Reopen a resolved ticket.
* Track all tickets from inside the NotionApps builder.
## Where to find Support Tickets
You can access Support Tickets from the NotionApps builder home area.
1. Sign in to NotionApps.
2. Open the builder dashboard.
3. Select **Support** from the left-side menu.
4. The **Support Tickets** screen opens.
The Support Tickets screen shows your ticket totals, your open ticket count, your existing ticket list, and the selected ticket conversation.
## Support Tickets screen overview
The Support Tickets screen has four main areas:
| Area | What it does |
| ------------- | ------------------------------------------------------------------------------------------- |
| Header | Shows the Support Tickets title and the **Create ticket** button. |
| Ticket stats | Shows total tickets and open tickets. |
| Ticket list | Shows all tickets for your account, newest activity first. |
| Ticket detail | Shows the selected ticket, status, category, severity, messages, resolution, and reply box. |
## Create a new ticket
To create a support ticket:
1. Open **Support** from the builder menu.
2. Click **Create ticket**.
3. Fill in the ticket fields.
4. Add attachments if screenshots, images, or PDFs would help support understand the issue.
5. Review the category and severity definition cards.
6. Click **Submit ticket**.
After submission, the ticket appears in your ticket list. Support can review it from the admin console and reply in the same thread.
## Ticket field definitions
### Title
The title is a short summary of the issue.
Good titles are specific and easy to scan:
* `Published client portal shows a blank page`
* `Notion database reload is missing new records`
* `Custom domain verification is stuck`
Avoid vague titles:
* `Help`
* `Bug`
* `Not working`
### Affected app
Choose the app connected to the issue.
Select an app when the issue involves:
* A published app URL.
* Builder screens or components.
* App users logging in or signing up.
* App data, records, forms, or actions.
* Custom domains.
* Sync behavior for a specific app.
Choose **Account-level issue** when the problem is not tied to one app, such as billing, account access, or general workspace authorization.
### Category
Category tells support what kind of issue this is. It helps route the ticket and makes related issues easier to find.
| Category | Use it for |
| ------------------------------------ | -------------------------------------------------------------------------------------------- |
| Account access | Login, workspace access, ownership, or account identity issues. |
| Billing or subscription | Plan changes, invoices, payment methods, limits, trials, or subscription questions. |
| App builder | Builder configuration, screens, components, actions, settings, or editor behavior. |
| Published app or end-user experience | Issues app users see while opening, logging into, or using a published app. |
| Notion connection | Workspace authorization, missing databases, revoked access, or Notion API connection issues. |
| Data sync | Reloading, reading, writing, records, relations, formulas, or stale Notion data. |
| Templates or marketplace | Template cloning, marketplace listings, sample apps, or template setup questions. |
| Custom domain | DNS setup, verification, SSL, redirects, or custom app URL issues. |
| Authentication or permissions | App user login, signup, private app access, roles, or permission behavior. |
| Performance | Slow loading, timeouts, large databases, or app responsiveness problems. |
| Bug report | Something appears broken or behaves differently than expected. |
| Feature request | A new capability, enhancement, integration, or workflow improvement. |
| Security or privacy concern | Sensitive data exposure, unexpected access, suspicious behavior, or privacy concerns. |
| Other | Use when none of the listed categories fit. Add extra context in the description. |
### Severity / impact
Severity describes how much the issue affects your work or your users. It also sets the initial support priority.
| Severity | Definition | Example |
| ---------------- | ------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------- |
| Sev 1 - Blocking | A critical builder workflow or live app is unusable. Users may be blocked, or there may be a serious security/privacy concern. | A live customer portal is down for all users. |
| Sev 2 - Major | An important workflow is broken or degraded, but there is a workaround or not every user is blocked. | Form submissions fail for one important screen, but users can still contact you another way. |
| Sev 3 - Normal | A standard issue, question, setup problem, or request that affects work but is not urgent. | You need help configuring authentication or understanding sync behavior. |
| Sev 4 - Minor | A small visual issue, low-impact bug, documentation question, or nice-to-have improvement. | A label is confusing or a minor layout issue appears on one screen. |
Choose the highest severity that accurately describes the impact. If you are unsure, choose **Sev 3 - Normal** and explain the impact in the description.
### Description
The description is where you give support enough context to investigate.
Include:
* What happened.
* What you expected to happen.
* Steps to reproduce the issue.
* The app name or URL, if relevant.
* The Notion database or page involved, if relevant.
* Browser and device details, if relevant.
* Screenshots, screen recordings, or copied error messages, if available.
Example:
```
My app "Client Portal" loads correctly for me, but two users see a blank page after logging in.
Expected behavior:
Users should land on the Projects screen.
What happened:
After login, the page stays blank. Refreshing does not help.
Steps:
1. Open clientportal.example.com
2. Sign in as a user
3. Blank page appears
This started after I added a new relation field in Notion.
```
## Add attachments
Attachments help support see exactly what you are seeing. Use them for screenshots, exported images, error evidence, PDF invoices, setup documents, DNS records, or other visual context that is easier to understand as a file than as text.
You can add attachments when you:
* Create a new ticket.
* Reply to an existing ticket.
* Reopen a resolved ticket with new evidence.
### Supported attachment types
Support Tickets accept:
* Image files, such as PNG, JPG, JPEG, GIF, WebP, AVIF, HEIC, BMP, TIFF, and SVG.
* PDF files.
Other file types are blocked before upload. If you need to share information from another file type, export it as a PDF or capture it as an image first.
### Attachment size limits
The attachment limits are:
| Limit | Value |
| ------------------------------- | ----------- |
| Maximum files per ticket update | 5 files |
| Maximum size per file | 10 MB |
| Maximum combined size | 25 MB total |
The combined size means all files selected for that ticket submission or reply are counted together. For example, three files that are 9 MB each would exceed the 25 MB total limit even though each individual file is under 10 MB.
### Upload files with drag and drop
To attach files:
1. Open the ticket form or reply box.
2. Find the **Attachments** area.
3. Drag image or PDF files onto the drop zone.
4. Review the selected file list.
5. Remove any incorrect files before submitting.
6. Submit the ticket or send the reply.
You can also click **Browse files** in the attachment area and choose files from your computer.
Files are uploaded when you submit the ticket or send the reply. While upload is in progress, the attachment area shows upload progress and the submit button is temporarily disabled.
### Choose useful attachments
Good attachments include:
* A screenshot of the exact error message.
* A screenshot of the broken app screen.
* A screenshot of the builder configuration that looks wrong.
* A PDF invoice or billing document for billing questions.
* A screenshot of DNS records for custom domain questions.
* A screenshot of Notion permission or connection settings.
* A before-and-after screenshot when a layout, data, or sync issue changed over time.
Avoid attaching files that do not help support understand the issue. Large or unrelated files slow down review.
### Protect sensitive information
Before uploading a file, check whether it contains sensitive data.
Do not upload:
* Passwords.
* API keys.
* Auth tokens.
* Private customer data that is not needed for the ticket.
* Full database exports unless support specifically asks for them.
If a screenshot contains sensitive values, blur or crop those values before uploading.
### Attachment validation messages
If a file cannot be attached, the builder shows an error message.
Common reasons include:
* The file is not an image or PDF.
* The file is empty.
* The file is larger than 10 MB.
* The selected files are larger than 25 MB combined.
* More than 5 files were selected.
Fix the issue, remove the blocked file, and try again.
## Submit the ticket
When the form is ready, click **Submit ticket**.
If the ticket is created successfully:
* You will see a success message.
* The ticket appears in the ticket list.
* The ticket detail opens so you can review it.
* Any uploaded attachments appear in the ticket conversation.
* Support can now manage the ticket from the admin console.
If submission fails, review the required fields:
* Title must be specific enough.
* Description must include enough detail.
* Attachments must be images or PDFs and must fit the size limits.
* Your account session must be active.
* The app must be selected only if the issue is app-specific.
## Understand ticket status
Each ticket has a status that describes where it is in the support lifecycle.
| Builder label | Internal status | Meaning |
| -------------- | ---------------------------- | ----------------------------------------------------------------------------------- |
| In review | New, open, triaged, reopened | Support has received or is reviewing the ticket. |
| Waiting on you | Waiting on builder | Support needs more information from you before continuing. |
| In progress | In progress | Support is actively investigating or working on the issue. |
| Escalated | Escalated | The ticket has been routed to a specialist or engineering queue. |
| Resolved | Resolved | Support believes the issue is fixed or answered. You can reply to reopen if needed. |
| Closed | Closed | The ticket is complete and no longer accepting normal updates. |
| Duplicate | Duplicate | The issue is already tracked in another ticket. |
Hover over status badges in the ticket list or detail panel to see definitions.
## Review ticket details
When you select a ticket, the detail panel shows:
* Ticket number.
* Ticket title.
* Current status.
* Category.
* Severity.
* Original description.
* Resolution summary, if resolved.
* Conversation history.
* Attachments shared in the conversation.
* Reply box, when replies are allowed.
Use the ticket detail panel as the source of truth for the conversation with support.
## Reply to support
Use the reply box when you need to:
* Answer a question from support.
* Add more detail.
* Share reproduction steps.
* Confirm whether a fix worked.
* Attach new context to the ticket.
* Add screenshots or PDFs after the ticket was created.
To reply:
1. Select the ticket.
2. Type your message in the reply box.
3. Add attachments if needed.
4. Click **Send reply**.
If the ticket is waiting on you, your reply tells support they can continue investigating.
## Reopen a resolved ticket
If support marks a ticket as resolved but the issue is not fixed, you can reopen it with a reply.
To reopen a resolved ticket:
1. Select the resolved ticket.
2. Type a reply explaining what is still wrong.
3. Click **Reopen with reply**.
Add new evidence when possible:
* What you tested.
* What still fails.
* Whether the behavior changed.
* New screenshots or errors.
* PDFs or images that show the continued issue.
## What support can see
When you submit a ticket, support can see ticket details needed to help you.
Support can generally see:
* Ticket title and description.
* Your builder account email.
* The selected app, if any.
* App name and app URI snapshot.
* Category, severity, priority, and status.
* Public messages in the ticket conversation.
* Uploaded ticket attachments.
* Browser URL and basic environment metadata captured at submission.
Support may use this context to:
* Route the ticket.
* Reply publicly in the thread.
* Ask for more information.
* Update status, priority, category, or severity.
* Assign the ticket internally.
* Escalate the ticket to a specialist queue.
* Resolve or close the ticket.
Internal admin notes are private to support/admin users and are not shown in the builder ticket conversation.
## Best practices for faster support
Use these practices to help support resolve tickets faster.
### Pick the closest category
If you choose **Other**, support may need to triage the ticket manually. Choose the closest category when possible.
### Be realistic about severity
Use **Sev 1 - Blocking** only for critical blocked workflows, live app outages, or serious security/privacy concerns.
### Add steps to reproduce
Support can move faster when they can recreate the issue.
Include:
* The app name.
* The exact screen or URL.
* The user role or account type.
* What you clicked.
* What happened next.
### Mention recent changes
If the issue started after a change, say so.
Examples:
* You added a Notion property.
* You changed authentication settings.
* You reloaded the database.
* You published a new version.
* You changed DNS records.
### Keep one issue per ticket
Separate unrelated problems into separate tickets. This makes status, priority, and resolution clearer.
## Troubleshooting
I do not see Support in the menu
Try refreshing the builder dashboard. If you still do not see Support, make sure you are signed in to the builder account, not viewing a public app.
I get an error when creating a ticket
Check that:
* You are signed in.
* The title is not empty or too short.
* The description explains the issue.
* Attached files are images or PDFs.
* Attached files are under the per-file and combined size limits.
* Your browser has a working network connection.
I cannot attach a file
Check that:
* The file is an image or PDF.
* The file is not empty.
* The file is 10 MB or smaller.
* The selected files are 25 MB or smaller combined.
* You selected no more than 5 files.
If the file is a document, spreadsheet, or text file, export it as a PDF before attaching it.
My attachments are taking a long time to upload
Large files can take longer to upload, especially on slower network connections. Try:
* Removing files that are not necessary.
* Compressing large screenshots.
* Uploading fewer files in one reply.
* Exporting a smaller PDF.
Wait for the upload progress to finish before navigating away from the page.
The app I need is not listed
Choose **Account-level issue** and mention the app name or URL in the description. This can happen if the issue is account-level or the app context cannot be loaded.
A ticket says "Waiting on you"
Support needs more information. Open the ticket, read the latest support reply, and send the requested details.
My ticket was resolved but the issue still happens
Open the resolved ticket and use **Reopen with reply**. Include what you tested and what still fails.
I cannot reply to a ticket
Closed or duplicate tickets may not accept normal replies. If you still need help, create a new ticket and reference the original ticket number.
## Suggested GitBook page structure
If you are adding this guide to GitBook, a good sidebar structure is:
* Support Tickets
* Overview
* Create a ticket
* Field definitions
* Add attachments
* Track ticket status
* Reply and reopen tickets
* Best practices
* Troubleshooting
---
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