Support tickets and help

You can raise a support ticket straight from your dashboard. Team replies can be read by email and in the ticket conversation shown on your dashboard. 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

After submission, the ticket appears under Your tickets. Sessional also sends an acknowledgement email with a support reference; check your ticket list if the email does not arrive. 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 states a 24-hour reply target. The ticket system marks requests made with Pro priority support as high priority, but does not show a guaranteed reply time or queue position. Keep your support reference for any follow-up.

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

• Open: the ticket is marked open
• Replied: the team has responded, and the reply is shown in the thread
• Resolved: the team has marked the ticket resolved

Read the conversation under Your tickets on the Support page. To add details, reply to the acknowledgement email or a team reply. That email reply can be attached to the same support thread. The dashboard displays the conversation but has no reply box.

With Pro priority support active, new tickets are automatically marked high priority. Use the same form as on Free or Plus. You do not need a separate address or a special subject line. You can review your feature access on 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: look for the acknowledgement and team replies
• Keep your email current: replies go to the address on your profile, so make sure it is verified