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 Support in the panel toolbar, next to History, or in the full Genie window.
Genie opens the support form.
Support works on the Free plan too, so you can 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:

Genie version identifiers
plan status summary
the task you were asking Genie to complete and the context source
Local MCP Bridge status

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 form 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 sends the ticket to Genie support.
A successful submission shows a confirmation.
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.