Support Ticket

Use Genie’s built-in Support flow when you need help beyond the troubleshooting guides or when you want to report a product issue, activation problem, or feature request from inside the app.

When to use it

Open a support ticket when:

a problem persists after you follow the relevant troubleshooting guide
activation or licensing recovery is blocked
Genie behaves in a way you cannot explain from the current docs
you want to suggest an improvement or request a feature

For common self-service fixes first, start with Troubleshooting and Recovery and Troubleshooting: First Response Checklist.

Where to open it

Click the Support button in the Genie header.
Genie opens a dedicated support modal.
The support flow remains available even when the main Web UI is activation-locked, so you can still report activation and access issues.

What the form includes

The current support form includes:

Support ticket submission form

Category: Issue, Activation, Feature Request, Improvement, Suggestion, or Other
Title: a short summary of the request
Description: what happened, what you expected, and how to reproduce it
Contact (optional): an email address or preferred contact method
Attach diagnostics: on by default

Genie requires a Title and Description before submission.

What diagnostics include

If you leave Attach diagnostics enabled, Genie attaches a small operational diagnostics payload to the support ticket.

This diagnostics payload is designed to help support classify the environment and correlate failures faster. It includes product/runtime details such as:

plugin and Web UI version identifiers
license status summary
current interaction mode and context source
Local MCP Bridge status
telemetry summary data

What diagnostics do not include

The built-in diagnostics payload does not include:

prompt text
script contents
metadata contents

In the current UI, the checkbox explicitly states that prompts, scripts, and metadata content are excluded.

Best practice before you submit

Before you submit a ticket:

Write a short, specific title.
Describe the exact action you took and what you expected.
Note the approximate time the problem happened.
Keep screenshots or a short screen recording ready for follow-up.
Leave diagnostics enabled unless you have a specific reason not to.

The current support modal does not show an in-form screenshot upload control, so screenshots and recordings are best treated as follow-up evidence you can reference in the ticket description.

What happens after submission

Genie submits the ticket through the support endpoint.
A successful submission opens a confirmation modal.
If the server returns a ticket reference, Genie shows that reference in the success message.

Support ticket submission confirmation

If submission fails with no network connection, Genie reports that support submission requires internet access.