Getting support
How to reach the team and what to include.
There are three ways to get help in Databasin, listed in order of "fastest resolution":
1. In-app help
Every major feature has a ? button or a Help tab in the right sidebar. That opens the Learn Center home and links out to contextual guides.
2. The Learn Center
You're in it. The search bar (/ to focus) scans titles, descriptions, and tags. For most how-to questions, there's an article.
3. Support tickets
When docs aren't enough — something is broken, or you need human eyes on a specific situation — open a ticket.
How to open one
Click the support bell in the top nav to see your existing tickets, and use the New Support Ticket button to create a new one. You'll pick a type and a priority, enter a subject, and describe the issue.
Ticket types
| Type | Use for |
|---|---|
| Support | Questions, help with configuration, "is this supposed to work this way?" |
| Bug Report | Something is clearly broken. |
| Enhancement | A feature request. |
Priority
The form also asks for a priority — Low, Medium, High, or Critical (it defaults to Medium). Set it honestly: reserve Critical for "production is down," so the team can triage accurately.
What to include
The ticket form asks for a subject and a description. A strong description covers:
- What you were doing — one sentence.
- What happened — what you saw.
- What you expected — what you thought would happen.
- Specifics — pipeline ID, connector ID, cluster ID, or a URL from the address bar if the issue is about a particular artifact.
- Screenshots or short screen recordings if the issue is visual.
What happens next
Support tickets are tracked at /docs/support — you'll see every ticket you've ever opened with its status, and any replies surface on the support bell in the top nav.
Open support Start a new ticket
Statuses go through Open → In Progress → Waiting on Customer → Resolved → Closed.