Customer support management

Written By Stanislas

Last updated 20 days ago

Overview

Swiftask offers two main ways to get help: getting help from Suzanne (the AI support agent) to open a ticket, and accessing the documentation library. You can also join the community for peer support and feedback. Each option serves a different need, so you can choose the best way to get help. Support is included in all Swiftask subscription plans, with features and response times varying by your plan level.

When to use "Need help"

Use "Need help" when you encounter a technical issue, want to report a bug, or need guidance on workspace configuration through our documentation. The support team and community are here to help you get the most out of Swiftask.

What you'll learn:

  • How to access the support menu from your workspace

  • How to chat with Suzanne, the AI support agent

  • How to open a ticket

  • How to join the community for peer support

  • Where to find self-service documentation

Prerequisites

To access support features, you need:

  • An active Swiftask workspace account

  • Access to your workspace settings (Owner, Admin, or Member role)

  • For ticket submission: valid contact information (email and phone number)

  • For community access: a Featurebase account (optional, but recommended)

Support by plan

Support is included in all Swiftask plans. Here's what you get with each subscription level:

Team Starter

  • Standard email support via the ticket system

  • Access to Suzanne AI support agent for documentation-based questions

  • Access to the Swiftask Help Center

  • Community feedback page on Featurebase

  • Typical response time: 24–48 hours

Team Growth

  • Priority support with faster response times

  • Mini video calls available if needed and requested by the Swiftask support team (~5minutes)

  • Access to Suzanne AI support agent

  • Access to the Swiftask Help Center

  • Community feedback page on Featurebase

  • Dedicated support channel

All Plans

  • Suzanne AI agent: Answers questions based on documentation and provides level 1 support

  • Escalation to human support: If you're not satisfied with the AI response, she will open a ticket for the support team to handle

  • Public feedback community on Featurebase

  • Tutorials on Youtube

Step-by-step guide

1. Access the support menu

  1. In your Swiftask workspace, locate the settings icon (gear icon) in the bottom-left corner of the sidebar

  2. Click the settings icon to open the workspace menu

  3. Select "Need help" from the menu options

As shown below, the workspace settings menu displays several options including "Need help".

Workspace settings menu with "Need help" option

2. Choose your support option

When you click "Need help," a modal window appears with three support options. Select the one that best fits your need.

3. Open a support ticket/ Get help from Suzanne (AI support agent)

When to use this option: You've found a bug, need technical help, clarification about a feature, or want to open a ticket.

Suzanne is an AI support agent that answers your questions based on Swiftask documentation. She provides level 1 support and can help with most common questions.

How to get help from Suzanne:

  1. Describe the issue to Suzanne (you can type or dictate, and add a screenshot if relevant)

  2. Suzanne reads your question and searches the documentation for relevant answers

  3. She provides a response based on available documentation

  4. If you're not satisfied with the answer, she will open a support ticket

When to escalate to human support:

If Suzanne's answer doesn't help you solve your problem, she will open a support ticket and the human support team will take over. Your ticket will be handled by email (Team Starter) or with priority support and video calls if needed (Team Growth).

Expected result: Your ticket is submitted to the support team. You'll receive a confirmation email, and the team will respond based on your subscription plan's support level. Team Growth customers receive priority support and faster response times.

4. Join the community on Featurebase

When to use this option: You want to connect with other Swiftask users, share feedback, or get help from the community.

Steps:

  1. Click "Join our Community" from the support menu

  2. You'll be redirected to the Swiftask community

  3. Browse existing feedback and feature requests

  4. Post your own feedback or question

  5. Engage with other users and the Swiftask team

Expected result: You connect with other Swiftask users, see how others are using the platform, and contribute to shaping future features through public feedback.

5. Browse the documentation

When to use this option: You want to learn how to use a feature, find tutorials, or search for answers to common questions.

Steps:

  1. Click "Browse Documentation" from the support menu

  2. You'll be redirected to the Swiftask Help Center

  3. Use the search bar to find articles related to your question

  4. Browse by category (Getting Started, Agents, Projects, Workspace Administration, etc.)

  5. Read the guides and follow the step-by-step instructions

Expected result: You find self-service answers and learn how to use Swiftask features independently.

Practical use cases

Case 1: Quick question about a feature

You're unsure how to configure an agent. Instead of opening a ticket, you ask Suzanne the question. She searches the documentation and provides an answer with a link to the relevant guide. You follow the instructions and solve the problem in minutes.

Case 2: Community discussion and feedback

You have an idea for a new feature. You post it on the Featurebase community feedback page where other users can vote on it and comment. The Swiftask team monitors this feedback and uses it to prioritize future development.

Tips & best practices

For faster responses:

  • Use clear subject lines: Instead of "Help," use "Agent not responding to emails" so the team knows what to expect.

  • Include your workspace name: This helps the support team locate your account quickly.

  • Be available: Provide a phone number or email where the team can reach you if they need more information.

  • For Team Growth customers: Request a video call if the issue requires real-time discussion.

Additional resources

  • Swiftask Help Center – Browse all guides and tutorials for every feature at the help documentation portal

  • Featurebase community – Join for peer support, feedback, and community discussions on the community platform

  • Workspace administration – Learn how to manage your workspace, members, and subscription in the admin guide

  • Using agents from chat – Learn how to use Suzanne and other agents from the chat interface