Support

ClawHQ includes a built-in support ticket system so you can get help directly from your dashboard. Every ticket is tracked with a unique reference number, status timeline, and full conversation history.

Creating a Ticket

To create a new support ticket, navigate to Support > New Ticket in your dashboard. Fill in the following fields:

Subject — A brief summary of your issue or request.
Description — A detailed explanation. Include any error messages, steps to reproduce, or relevant context.
Priority — Select one of: Low, Medium, High, or Urgent. Priority affects how quickly your ticket is reviewed.
Category — Choose the category that best fits your request: Billing, Technical, Feature Request, Account, or Other.

Tip: Choosing the correct category helps route your ticket to the right team member. Billing questions go to the finance team, while technical issues go to the engineering team.

Ticket Reference Numbers

Every ticket is assigned a unique reference number in the format CLW-001, CLW-002, and so on. These numbers auto-increment and are unique across your account. Use the reference number when communicating about a ticket via other channels so the support team can locate it quickly.

File Attachments

You can attach files to both new tickets and replies. Attachments help the support team understand your issue faster, especially for visual bugs or error logs.

Constraint	Value
Maximum files per message	5
Maximum file size	10 MB each
Supported image formats	PNG, JPG, GIF, WebP
Supported document formats	PDF, TXT, CSV

Warning: Files that exceed the size limit or use an unsupported format will be rejected. Compress large files or convert them to a supported format before uploading.

Rich Text Formatting

Ticket descriptions and replies support rich text formatting. You can use bold, italic, code blocks, bulleted lists, and numbered lists to structure your messages clearly. The editor toolbar provides buttons for each formatting option, or you can use standard keyboard shortcuts.

Ticket Status Lifecycle

Every ticket progresses through a defined set of statuses. The status timeline is visible on the ticket detail page, showing exactly when each transition occurred.

Created — The ticket has been submitted and is awaiting review by the support team.
In Progress — A support team member is actively working on your ticket.
Resolved — The support team has provided a solution or completed the request.
Auto-Deleted — If a resolved ticket receives no further replies within 48 hours, it is automatically deleted.

Each status transition is recorded with a timestamp in the ticket's status timeline, giving you a complete audit trail of how your request was handled.

Reopening Tickets

If a resolved ticket did not fully address your issue, you can reopen it by clicking the Reopen button on the ticket detail page. Reopening a ticket moves it back to In Progress status and notifies the support team. You can only reopen tickets that are in the Resolved state; auto-deleted tickets cannot be recovered, so create a new ticket and reference the original reference number if needed.

Satisfaction Rating

After a ticket is resolved, you will be prompted to rate your support experience on a scale of 1 to 5 stars. Your feedback is anonymous to individual agents but is used in aggregate to improve support quality. Rating is optional but appreciated.

Searching Tickets

The ticket list page includes a search bar that filters tickets by keyword. The search checks ticket subjects, descriptions, and reply content. You can also filter by status (open, resolved, closed) and category to narrow results further.

Estimated Response Times

Response times vary by plan tier. These are target first-response times and represent the time until a support team member begins reviewing your ticket.

Plan	Target First Response
Starter	24 hours
Pro	12 hours
Ultra	4 hours
Enterprise	1 hour (SLA-backed)

Tip: Enterprise plans include a formal SLA with guaranteed response times. If a response is not received within the SLA window, automatic escalation procedures are triggered. See Billing for plan details.

Email Notifications

You will receive email notifications whenever a support team member replies to your ticket. Notifications are sent to the email address associated with your ClawHQ account. You can manage notification preferences from your Account Settings.

Auto-Deletion Policy

Resolved tickets are automatically deleted 48 hours after resolution if no further activity occurs. If you need to preserve a ticket's contents, reopen it before the 48-hour window expires or copy the relevant information to your own records. This policy helps keep the ticket system clean and focused on active issues.

Warning: Auto-deleted tickets cannot be recovered. Make sure to save any important information from resolved tickets before the 48-hour deletion window closes.

Best Practices

Include screenshots or error logs as attachments when reporting technical issues.
Use the correct category and priority to ensure fast routing.
Reference specific pages, agents, or channels by name to help the support team reproduce issues.
Check the FAQ before opening a ticket — your question may already be answered.
Reply to existing tickets rather than creating duplicates for the same issue.

Next Steps

Manage notification preferences for ticket replies.
Compare plans to understand response time differences.
Search the FAQ for self-service answers.