When the Teammate AI Assistant can’t answer your question — or you’d simply rather talk to a person — you can raise a support ticket without leaving Teammate. Your conversation with the assistant goes with the ticket, so you never have to explain twice.
Where to find it: The ticket form is part of the Teammate AI Assistant in the Help & Support panel — open it with the book icon at the top right of the screen, next to your company name. It’s available in Teammate in your web browser. If your organisation doesn’t have the assistant switched on, email support@teammateapp.com instead.
Raise a ticket
- Open Help & Support with the book icon at the top right, and go to the Teammate AI Assistant.
- Open the ticket form. Any of these works: type “raise a ticket” or “talk to a person” and the form opens straight away; click Raise a ticket when the assistant offers it under an answer (Still stuck?); or answer Was this chat helpful? with a thumbs down and choose Raise a ticket.
- Check your details. Full name, Email address and Company name are filled in from your profile — change anything that’s wrong. Your username is shown too, for reference. We reply to the email address shown here.
- Choose What do you need help with? Pick the option that fits best — each one has a short description underneath. This is required: Raise ticket stays greyed out until you choose one.
- Check the Message. We draft it for you from your chat (“Drafted from your chat — edit anything.”) — add anything that will help us, such as the page you were on or what you expected to happen.
- Click Raise ticket. You’ll see Ticket raised. along with the email address the support team will reply to.
Which option should I choose?
| Option | Choose it when… | For example |
|---|---|---|
| Bugs | Something in Teammate isn’t working as it should — an error, a page that won’t load, or data that’s wrong or missing. | “I get an error when I save a risk assessment.” |
| Enhancement request | Teammate doesn’t do something you need — a feature, report or option you’d like added. | “Could the audit report include the photos we take?” |
| Guide support | You want to know how to do something — where a setting lives, how a feature works, or how to complete a task. | “How do I add a new employee?” |
Not sure which one?: Pick the closest match. Your choice simply helps the right people see your ticket first — our support team can move it to a different category if needed.
Reporting a bug?: Tell us what you were doing, what happened and what you expected to happen. If the Message box is empty, it prompts you for exactly that once you choose Bugs.
What happens next
- We email you to confirm we’ve received your request. The subject starts with your ticket number, for example [TM-1234] We’ve received your request.
- Our support team replies by email, to the address on the ticket.
- To add anything — more detail, a screenshot, a file — just reply to our email and keep the ticket number in the subject. Your reply goes straight onto the same ticket.
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