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Contacting Support

You can reach the DocJacket team from inside the app, and every reply comes back to the same place.

Sending a support request​

  • From Ask AI. In the Ask AI panel, click Send to support. DocJacket drafts the request with the page you're on and an excerpt of the conversation. Review it, remove anything private, and click Send request.
  • From the Contact Support page. On the Your Support Requests tab, type your question and click Send request.
  • Reporting a problem. Open the Help & Support menu (the help icon in the top bar) and choose Report a problem. After you submit, DocJacket takes you to the Support Tickets tab so you can follow it.

Where do I see the reply to my ticket or support request?​

Replies land on the Contact Support page in DocJacket (/help/contact), not only in your email.

  • Replies to a message or support request appear on the Your Support Requests tab as a conversation. You can reply right there.
  • Problems you reported with Report a problem are listed on the Support Tickets tab, along with problems anyone else at your organization reported. Click a ticket to see its status, our responses, and the resolution once it's fixed.

You'll know a reply has arrived because:

  • A "Support replied" notice pops up while you're using DocJacket, with no refresh needed. If your browser allows notifications and DocJacket is in a background tab, you also get a browser notification.
  • The sidebar shows a "Support replied (N)" link while you have unread replies. Click it to open your support requests.
  • You also get an email if you haven't read the reply in DocJacket within about 5 minutes. If you read it in the app first, no email is sent.

After you send a request, allow up to 24 hours for a reply.