Help and support
Open tickets with the Kasimir team, track their status and attach files.
Via Support you reach the Kasimir team directly from the app. You find it in the user menu at the bottom of the sidebar. A ticket is an ongoing conversation: you describe your request, the team replies, and everything stays readable in one place.
Create a ticket
Open the user menu at the bottom of the sidebar and choose Support.
Click New ticket at the top right. A window with two columns opens.
On the left you can Write it with Kasimir: Kasimir asks follow-up questions and shows you a draft, and Looks good takes it over into the form on the right. You can also fill in the form yourself. On a phone, switch between the With Kasimir and Ticket tabs.
Check or complete the subject, priority and description on the right. Put screenshots and files into the Attachments field below.
With Create ticket it goes to the Kasimir team.
The more precise the description, the faster the answer: what did you do, what happened, what did you expect? The description and every reply support Markdown — bold, italics, Code and lists.
Write by email
You can also simply send an email to support@kasimir.ai. If you write from the address you use for your Kasimir account, it becomes a ticket. You will then find it under Support and can read all replies there.
You will usually get a confirmation email. If you want to add something, just reply to that email and your message is added to the same ticket. Attachments such as screenshots or documents are included. Automatic replies such as out-of-office messages do not become tickets.
Priority
Level | Meant for |
|---|---|
Low | Questions without time pressure, suggestions |
Normal | The usual case |
High | Something does not work and gets in the way |
Urgent | Work has come to a standstill |
Status
The status shows what the team is working on:
Status | Meaning |
|---|---|
Open | Received, not yet being worked on |
In progress | The team is on it |
Resolved | Done — you can reopen the ticket if needed |
Closed | Finished |
You can close a ticket yourself (Close ticket) and reopen it later (Reopen). Delete ticket removes it permanently with all messages and attachments – this cannot be undone. Only the person who opened the ticket and the Kasimir team can delete it.
Attachments
You can attach files to a ticket and to every reply — a screenshot often says more than a description. Drag screenshots and files into the Attachments field, paste them with Ctrl+V or choose them. The same file types as everywhere in Kasimir are allowed, each file up to 25 MB and at most 10 attachments per message. Before sending, you can edit images via Mark up: with box, arrow, pen, text or redact – redacted areas are no longer contained in the final image. In the conversation, images appear as previews, all other files as downloadable attachments.
Who sees a ticket
A ticket belongs to the person who opened it. Your overview lists only your own tickets — colleagues cannot see them, administrators neither.
There are two exceptions. The Kasimir team reads tickets because it answers them. And the owner of the company can view employees' tickets — the overview has the switch Also show tickets from my team members, which is off by default.
Viewing does not mean intervening: the owner can read someone else's ticket but cannot reply, close or delete it, or change its priority. That remains with the person who opened the ticket — and the Kasimir team.
The list is sorted by latest activity, so the ticket with the most recent reply is always at the top.