Getting help from Lumè

When you hit a snag or have a question, you can reach the Lumè team without leaving the app. Open Support from the menu. Anyone on your team can use it — if you're stuck, you can ask.

Opening a ticket

Select New ticket and fill in:

• A subject — a short summary of your question.
• A category — Question, Technical, Billing, Feature, or Other.
• A priority — Low, Normal, High, or Urgent.
• The details, under How can we help? — describe what's happening, what you expected, and any steps to reproduce it. The more specific you are, the faster the team can help.

Submit it and the Lumè team takes it from there. You'll get replies by email and right here in the app, so you can follow up wherever is convenient.

Following a conversation

Each ticket is a thread. Your messages and the Lumè team's replies appear together, newest activity surfaced on the Support list with the ticket's status — Open, Pending (waiting on Lumè), Resolved, or Closed. Open a ticket to read the full conversation and add a reply from the box at the bottom.

When your issue is sorted, the Lumè team marks it resolved, and you can close it. If something comes up again later, just reply — replying to a resolved or closed ticket reopens it, so you never have to start over.