> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tillbiz.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting help

> Raise a support ticket from inside TillBiz and track it to resolution.

If you run into a problem or have a question, you can raise a **support ticket**
right inside TillBiz. The TillBiz support team replies in the same thread, so
everything stays in one place.

## Raise a ticket

<Steps>
  <Step title="Open Support">
    Select **Support** from the sidebar, then click **New ticket**.
  </Step>

  <Step title="Describe your issue">
    Enter a clear **subject** (a brief summary) and a **description** with the
    details — what you were doing, what you expected, and what happened.
  </Step>

  <Step title="Set a priority (optional)">
    Choose how urgent it is: **Low**, **Medium**, **High**, or **Urgent**.
  </Step>

  <Step title="Submit">
    Your ticket is created and sent to the support team.
  </Step>
</Steps>

## Track and reply

Your tickets are listed with their current **status**, and you can filter by it:

| Status                | What it means                           |
| --------------------- | --------------------------------------- |
| **Open**              | Submitted, awaiting a first response    |
| **In progress**       | Support is working on it                |
| **Awaiting customer** | Support needs more information from you |
| **Resolved**          | A fix or answer has been provided       |
| **Closed**            | The ticket is complete                  |

Open any ticket to read the conversation and **add a message** to reply or share
more detail. You'll see support's responses in the same thread.

<Tip>
  The more specific your description, the faster you'll get a useful answer. Include
  the store and screen you were on, any error message, and the steps to reproduce
  the problem. For anything affecting sales right now, set the priority to
  **Urgent**.
</Tip>

<Note>
  Response times can depend on your plan — some tiers include **priority support**.
  See [Subscription & licensing](/guides/billing-addons/subscription-and-licensing).
</Note>