Support tickets and help

You can raise a support ticket straight from your dashboard. Every ticket is read by the Sessional team, and the reply comes back both by email and on your dashboard, where the whole conversation stays in one place. Tickets are the right channel to:

• Report a bug or something behaving unexpectedly
• Ask how a feature works, from invoicing to the BAS view to Xero
• Get help with your account, billing, or subscription
• Suggest a feature or an improvement
• Raise a data or privacy question

To open a new ticket:

1. Open Dashboard > Support from the sidebar
2. Fill in a subject: a short summary such as "Invoice PDF is blank" or "Question about cents-per-km mileage"
3. Write your message with as much detail as you can
4. Click Submit ticket

The moment you submit, Sessional emails you an acknowledgement with a unique reference (for example SUPPORT-XXXX) so you have a paper trail. The ticket also appears in your ticket list. Subjects can be up to 200 characters and messages up to 5,000, which is plenty to describe the issue in full.

The more context you give, the faster the team can help. Try to cover:

• What you were doing: for example, "generating an invoice for three shifts at the same workplace"
• What happened: what you actually saw, including any error message word for word
• What you expected: what you thought should have happened instead
• References: an invoice number, a workplace name, or a shift date so the team can look it up
• Your browser and device: Chrome, Safari, or Firefox, and whether you are on a laptop, tablet, or phone

The acknowledgement email confirms the team aims to reply within 24 hours. Pro subscribers get priority routing, so their tickets are handled ahead of standard ones when the queue is busy. These are targets during Australian business hours, not contractual guarantees, and most first replies land well inside the window. A complex issue may take a couple of follow-up messages to resolve fully.

Your tickets are listed on the Support page, each showing its current status:

• Open: submitted and waiting for a first reply
• Replied: the team has responded, and the reply is shown in the thread
• Resolved: the issue has been dealt with and the ticket is closed

Open a ticket to read the full back-and-forth. When the team replies, you get an email containing the reply text, so you can read it without signing in. To respond, either reply to that email, which lands back on the same ticket thread, or open the ticket in your dashboard and continue there. Either way the whole conversation stays together.

On the Pro plan, every ticket you raise is flagged for priority and routed ahead of standard requests during peak times. There is no separate process to follow: you raise a ticket the same way, and the priority is applied automatically. If you are on Free or Plus and find you need quicker turnaround regularly, you can move to Pro at any time from Dashboard > Billing.

• Check the help centre first: many questions about invoicing, GST, super, and BAS are already answered in these guides
• One issue per ticket: separate, unrelated questions go in separate tickets so each can be tracked on its own
• Be specific: name the invoice, shift, or workplace and quote any error text
• Watch your spam folder: replies come from [email protected], so add it to your safe senders
• Keep your email current: replies go to the address on your profile, so make sure it is verified