Support portal

When support is enabled for your workspace, open Support portal from the navigation. The same availability setting controls staff support tickets, Nash support mode and support notifications. Disabling support hides these entry points without deleting saved reports or notification history; they become available again when support is re-enabled.

Describe what is going wrong in the box at the top of the page, or pick a starting phrase, then choose Ask Nash. The portal is for bugs and feature requests: a question about how to do something is answered by Nash without raising anything. Nash searches Astrato’s public help and tries to diagnose it before preparing a bug report. An unsuccessful suggestion alone does not establish that the problem is a product bug. If you need help finding a block, setting or workflow, Nash provides documented steps and a clickable link to a relevant help article once your goal is clear. You can receive help without submitting a ticket. Nash asks a diagnostic question when it needs a specific missing detail to choose useful advice, using information you have already provided. Configuration questions refer to the feature or setting being discussed. Nash asks at most three diagnostic questions per issue. An unresolved failure can be reported as a suspected bug with its cause marked as unconfirmed. Asking Nash to report it does not restart the diagnosis. Nash uses available browser error details automatically and does not ask you to find or copy a correlation ID. Missing error history never prevents a report. Other missing details are identified in the draft.

If a report is appropriate, Nash shows a draft. Review and edit the title, description, type and category, and review any automatically included diagnostics before choosing Submit ticket. Choose Remove diagnostics if you do not want to share them. Asking Nash to prepare or revise a draft submits nothing. Cancelling the draft submits nothing. If submission fails, your draft remains available to retry. Submitted tickets appear as Under review. Submission also includes your app’s build identifier when available, so Astrato staff can identify the version you were using. This applies to bugs and feature requests, even if you remove diagnostics. The identifier saved with the report is visible only to authorized Astrato staff and stays the same when you retry a submission.

Everyone can submit a bug. Workspace owners and administrators also see a Raise a feature request button beside Ask Nash. Nash first checks whether the requested capability already exists. Text typed in the box is sent to the chat you open.

Help and feature requests keep separate conversations. Switching between them, closing the chat, or reading a ticket preserves your messages, unsent text and ticket draft. Only one support chat or ticket detail panel is shown at a time; closing a ticket returns to the open chat. A Nash response can finish while you read a ticket. While Nash is thinking, a three-dot message box appears until the response starts. The dots animate unless you prefer reduced motion in your device settings. Press Enter to send a message, or Shift+Enter for a new line. New drafts focus the title for review, and editing them keeps the form in place. New issue asks for confirmation before discarding the current conversation or draft.

Your support conversation is kept in your browser, and only there. It is cleared when you sign out. A support panel left open in another tab cannot save that conversation again after sign-out. A conversation left untouched for seven days is cleared the next time Astrato loads in that browser. Nash and its configured AI provider process the conversation to answer your request; the ticket content you confirm and the reporting app’s build identifier are saved with the report. Opening support from ordinary Nash starts a separate private conversation and preserves your existing chat. The current issue, previous questions and prepared draft carry over, so you can review the draft without repeating troubleshooting. An incoming handoff opens its own chat even if an older support chat was saved. If a message fails to send, its text remains available to retry without adding it twice to the conversation. A submitted ticket is available independently of that browser conversation.

Members see their own tickets. Workspace owners and administrators see all tickets in their workspace. Search or filter the list and select a row to read its details. Authorized Astrato support staff can read submitted reports.

Each ticket shows an icon and label for its type, a bug or a feature request, and the list can be limited to Bugs or Features. When Astrato staff are waiting on you, a box above the list says how many questions are open, with a Reply button for each. Both ticket lists let you filter by status. The staff Support tickets list also offers a Raised from / Raised through date range. The range includes both selected days in your local time zone; leave either date empty for an open-ended range. In the staff Support tickets list, click the Raised or Status column heading to sort, and click it again to reverse the order. Tickets start newest first; status sorting uses the displayed status names alphabetically. Filters and sorting apply across all pages and return you to the first page. In the customer list, use the Sort tickets menu to choose the order.

Check your current version

In production, choose Current version beside Ask Nash for help to see the app’s Build time and full commit identifier. These details help identify the version you are using when contacting support. Choose Current version again, press Escape or click outside the panel to close it. The button is available even when Nash is unavailable, provided the app’s build details are available.

Provide additional information

Before approval, Astrato staff can choose Request clarification and explain what they need, such as a workbook ID. The ticket becomes Needs clarification. Open it to read the question and previous clarification rounds. If you raised the ticket, enter a reply in Additional information and choose Submit information. The ticket returns to Under review. Failed submissions keep your text for retry. If another tab has already answered the request, your unsubmitted reply stays visible for copying alongside the saved answer. Only the original reporter can reply, including when a workspace owner or administrator views someone else’s ticket.

Choose Ask Nash how to find this if you need help locating the information. This opens a new private Nash conversation with the ticket reference, title and staff question. Your selected ticket and unsent reply stay in place. Nash’s answer does not submit information: return to the ticket and choose Submit information yourself. You can reply even when Nash is unavailable.

You also receive a notification when your ticket changes to Needs clarification or Closed. Click it to open the ticket. Only the person who raised the ticket receives this notification; workspace administrators do not receive notifications for other people’s tickets. Each new clarification round produces a new notification.

A red dot beside Support portal means you have unread support notifications, including closed-ticket updates. Opening the portal or a ticket from its list does not mark them read. Read each support notification from the bell, or use Mark all as read, to clear the dot. Reading a notification does not answer a clarification request. The dot refreshes when you navigate between pages or return to the browser tab; the open ticket also refreshes after actions.

Astrato support may ask for more information more than once.

Uploaded attachments, editing confirmed ticket content and email updates are unavailable.

Automatically included error details

Astrato keeps up to 50 recent app errors from the past 24 hours in this browser, separately for each workspace and user. Nash can use these details in private support to help investigate a problem, so you do not need to find or copy a correlation ID.

Bug drafts automatically include a separate Diagnostics section. Expand it to review the error details or choose Remove diagnostics before submitting. Feature requests do not include this section. Missing error history does not prevent you from reporting a bug.

The snapshot stays the same while you edit, reload or retry the draft. Only Submit ticket saves it with your report, where authorized Astrato staff can read it. Diagnostics can include error messages, stack traces, timestamps, page and request paths, HTTP methods and statuses, correlation IDs and staff-only app build identifiers. The app build field is hidden in your diagnostics preview and customer ticket views. Credentials, query strings and fragments are removed from URLs, and request and response bodies are not collected. Recognized credentials are removed from other text too, but redaction cannot detect every sensitive value. Review the Diagnostics section and choose Remove diagnostics before submitting if you do not want to share it.