Help with TicketThis

Get your request to the right team, and keep control of your data.

Contact

Email support@innovaapps.ai. Include your organization, ticket number if relevant, the action you tried and the time of the error. Do not send passwords, private sign-in links or service-account keys. Share ticket content only when necessary and authorized.

I cannot sign in

Open a personal Chat with TicketThis and request a new desk link from Home or /mytickets. Links expire after five minutes and are single-use. Your organization must be configured, and your administrator may need to approve the app.

My notification did not arrive

Open a personal Chat with the app and check that personal notifications are on. Slash-command requests receive updates there; requests created from an existing message can also receive private updates in the original thread. Ask an agent to check Delivery status in the browser desk. Queued, failed and unknown deliveries are different states; unknown means a message might already have been sent. An operator must inspect that result before resending.

Access, offboarding and deletion

Ask your organization administrator or contact support to restrict access or request deletion of ticket data. A completed deletion by an authorized administrator immediately removes the active ticket, including its notes, history and queued delivery records. Copies already posted to Google Chat and downloaded CSV files must be managed separately through their respective owners and retention policies.

Removing the app from a space stops future queued delivery to that space; it does not delete existing tickets. Deleted records can remain in daily database backups and disk snapshots until those copies rotate out. Snapshots are configured for seven-day retention, but failed backup replacement can keep older data longer. Backup erasure is not immediate or guaranteed within seven days. See the privacy notice for the storage and backup schedule.

Notification preferences

Use /notifications off in Chat or switch off personal notifications in the browser desk. Use /notifications on to resume future notifications. Administrators can pause agent-space alerts with /setup off in the bound agent space and resume with /setup on. Muted notifications are not replayed later.

First-response targets

Urgent: one hour. Normal: eight hours. Low: 24 hours. These targets count elapsed time, including nights and weekends. They are tracking targets, not guaranteed response or resolution times.