Overview
Glossa offers two ways to get help: in-app chat and email support. Our team works to be as responsive as possible to ensure you can get back to work quickly.
This article explains when to use each support method, what information to provide for faster help, and what to expect when you contact support.
Support Methods
In-App Chat (Recommended for Quick Questions)
How to access:
Look for the chat icon in the bottom right corner of any Glossa page
Click the chat icon
Type your question or issue
Send your message
What you'll get:
Immediate response for common questions
Connection to support team for complex issues
Chat history preserved for follow-up
Best for:
Quick questions about how to use a feature
Checking on processing status
Navigation help
General "how do I..." questions
Following up on previous issues
Benefits:
Fastest response for simple questions
No need to leave Glossa
Can send screenshots directly in chat
Conversational back-and-forth
Email Support (For Detailed Issues)
How to contact: Send email to [email protected]
What you'll get:
Direct email from support team
Detailed troubleshooting assistance
Ability to attach files or screenshots
Email thread for ongoing issues
Best for:
Complex technical issues
Account or billing questions
Security or compliance inquiries
Data export or deletion requests
Issues that require detailed explanation
When you need to attach files or logs
Benefits:
Better for complex issues requiring detailed explanation
Easier to attach files, screenshots, or examples
Email thread keeps full history
Can CC team members if needed
When to Use Which Method
Use In-App Chat When:
✅ You have a quick question
✅ You need help finding a feature
✅ You want immediate feedback
✅ Issue is straightforward to explain
✅ You're already logged into Glossa
Use Email When:
✅ Issue requires detailed explanation
✅ You need to attach files or screenshots
✅ You're requesting data export or deletion
✅ You have billing or account questions
✅ You need to CC others on the conversation
✅ You want a formal record of the support interaction
Either Method Works For:
General feature questions
Integration troubleshooting
File processing issues
Export problems
Permission or access questions
What Information to Provide
For Faster Resolution
The more information you provide upfront, the faster we can help:
Always include:
✅ What you were trying to do
✅ What happened instead
✅ Any error messages you saw
✅ Which project (if applicable)
✅ Your email address (if using in-app chat)
When relevant, also include:
✅ Screenshots of the issue or error
✅ File names (if file-related issue)
✅ Browser and version (if UI issue)
✅ Steps to reproduce the problem
✅ When the issue started happening
Example Good Support Request
Good example:
"I'm trying to export requirements from my 'Acme Migration' project but when I click the Export button nothing happens. I'm using Chrome 120 on Mac. I tried refreshing the page and logging out/in but still no download. Screenshot attached showing the Export button."
Why it's good:
Specific project mentioned
Clear action attempted
Clear problem described
Troubleshooting steps already tried
Browser and OS mentioned
Screenshot included
Example Vague Support Request
Vague example:
"Export isn't working."
Why it's not ideal:
Doesn't say which project
Doesn't say what "not working" means
No context about what was tried
No error message or screenshot
We'll still help! But we'll need to ask follow-up questions which takes longer.
Common Support Requests
Account and Access
Login issues:
Can't log in
Forgot password
Account locked
Need to change email
Access issues:
Can't access a specific project
Need to be added to organization
Need to change user role
Contact: Use email or in-app chat
Files and Processing
Upload issues:
File won't upload
Upload stuck or frozen
File shows as "Error"
Processing issues:
File processing taking too long
No requirements generated
Unexpected results from processing
Contact: In-app chat first, escalate to email if needed
Integrations
Connection issues:
Can't connect Gmail/Jira/Slack
Integration showing "Disconnected"
Authorization errors
Data issues:
Meeting recordings not appearing
Emails not syncing
Jira export not working
Contact: In-app chat or email (email better for integration logs)
Exports and Data
Export issues:
Export not downloading
CSV file corrupted or incomplete
Missing data in export
Data requests:
Request data export (GDPR/CCPA)
Request data deletion
Need help with bulk export
Contact: Email (especially for compliance requests)
Billing and Payments
Billing questions:
Add or remove seats
Change payment method
Access invoices
Cancel subscription
Pricing questions
Contact: Email to [email protected]
Feature Requests and Feedback
Suggestions:
Feature ideas
Workflow improvements
UI/UX feedback
Integration requests
Contact: Email [email protected] or [email protected]
Self-Service Resources
Before Contacting Support
Check these resources first:
Documentation:
Visit docs.glossapro.ai (you are here!)
Search for your question or issue
Read relevant articles
May have your answer immediately
Previous conversations:
Check in-app chat history
Review previous email threads
Issue may have been resolved before
Try basic troubleshooting:
Refresh the page
Log out and log back in
Try a different browser
Clear browser cache
Check internet connection
Many issues can be resolved quickly with these simple steps.
What to Expect
Initial Response
What we'll do:
Acknowledge your request
Ask clarifying questions if needed
Provide initial guidance or solution
Escalate if necessary
What you should do:
Respond promptly to questions
Provide requested information
Try suggested solutions
Confirm when issue is resolved
Resolution Process
For simple issues:
Quick response with solution
Verify it works for you
Close the ticket
For complex issues:
May require investigation
Multiple back-and-forth exchanges
Possible escalation to engineering
Keep you updated on progress
For feature requests:
We'll note your feedback
May ask follow-up questions
Can't guarantee implementation
May notify you if/when built
After Resolution
We may:
Ask if issue is resolved
Request feedback on support experience
Follow up if similar issues reported
Update documentation based on your issue
You can:
Confirm resolution
Provide feedback (appreciated!)
Follow up if issue recurs
Close the support conversation
Escalation
When to Escalate
Escalate to email if:
In-app chat hasn't resolved your issue
Issue is urgent or business-critical
You need formal documentation of the issue
Multiple attempts to resolve haven't worked
How to escalate:
Reference your chat conversation in email
Explain what was already tried
Emphasize urgency if applicable
Provide any additional context
Urgent Issues
For urgent, business-critical issues:
Email [email protected] immediately
Mark email as "URGENT" in subject
Clearly explain the business impact
Provide detailed information
Include best contact method for quick response
Examples of urgent issues:
Complete inability to access Glossa
Data loss or corruption
Security concerns
Critical integration failure affecting business
Tips for Great Support Experiences
Be Specific
Instead of: "It's broken" Say: "When I click Export on the Requirements tab, nothing downloads and I see an error message"
Include Context
Instead of: "File won't upload" Say: "I'm trying to upload a 50MB video file to the Project X Files tab, but it fails at 80% progress"
Describe What You've Tried
Instead of: "Help!" Say: "I tried refreshing the page and clearing my cache but the issue persists"
Be Patient But Persistent
Do:
✅ Give us time to investigate
✅ Respond to follow-up questions
✅ Try suggested solutions
✅ Follow up if no response in 24 hours
Don't:
❌ Send multiple messages in quick succession
❌ Open multiple tickets for same issue
❌ Demand immediate resolution
Provide Screenshots
When helpful:
Error messages
Unexpected behavior
UI issues
Configuration screens
Integration settings
How to take good screenshots:
Capture the full screen (include browser and URL)
Show any error messages completely
Highlight the relevant area if needed
Include multiple screenshots if showing a sequence
Feedback and Improvement
We Value Your Feedback
Tell us about:
Features you love
Features you wish existed
Things that confuse you
Workflows that don't work well
Documentation that needs improvement
How to share feedback:
In-app chat
Email to [email protected]
During support conversations
How We Use Feedback
Your feedback helps us:
Fix bugs and issues
Improve existing features
Build new features
Write better documentation
Improve support processes
We may:
Follow up with questions
Include you in beta testing
Notify you when feedback is implemented
Use feedback to prioritize roadmap
Additional Resources
Documentation
Visit docs.glossapro.ai for:
Feature guides
Integration setup
Best practices
Troubleshooting articles
FAQs
Product Updates
Stay informed:
Sign up for our Friday product updates email
Ask support about new features
Privacy and Security
Support Data
What we access:
Information you provide in support requests
Account details necessary to help you
Relevant logs and system information
Only data needed to resolve your issue
What we don't access:
Your files or requirements unless you share them
Passwords or sensitive credentials
More data than necessary for your issue
Secure Communication
For sensitive issues:
Use email for formal documentation
Don't include passwords in messages
We may verify identity for account changes
Security issues handled with care