Support

Reach us from inside the product. Support is in the dashboard sidebar, under Help — every ticket, and every reply, lives in Qalibr.

Opening a ticket

Click Support. If you’ve never written to us, the composer is already open; once you have tickets, the page leads with your list and the composer sits behind + New ticket.

You give us three things:

• Topic — Bug · How do I… · Feature idea · Integrations · Billing & plan · Account & access · Something else.
• Subject — up to 200 characters.
• Message — up to 10,000 characters.

Qalibr attaches the page you were on when you wrote, your app version and your workspace name, so we don’t have to ask.

Each ticket gets a reference like QS-1042. Use it if you ever mention a ticket to us elsewhere.

Attaching files

You can attach PNG, JPG, WEBP and PDF files.

That list is short on purpose. Qalibr decides whether to accept a file by reading its contents, not by trusting its name or the type your browser claims — so renaming a file to .png doesn’t get it in. Everything that isn’t one of those four formats is refused, including formats nobody has thought of yet. SVG is refused by name: it looks like an image but can carry code, so it gets its own message rather than a confusing generic one.

If a file is refused, we tell you which file and why, and your ticket or reply is still sent — you don’t lose what you wrote. Only an over-limit batch (too many files, or too many megabytes at once) is turned away whole.

Statuses

Only we move a ticket to Resolved or Closed. Nothing moves automatically — there’s no inactivity timer and no auto-close. Your one effect on status is that replying returns a ticket to Open, which is also how you reopen a resolved one. On a resolved thread the reply box sits behind a Reopen ticket button so it’s a deliberate choice.

Replies and history

When we reply, the message appears in the thread. An open thread refreshes itself every few seconds, so you don’t need to reload — and it keeps watching even after a ticket closes, in case we reopen it.

You also get an email telling you a reply is waiting, with a link straight to the thread. That email never contains the reply text; the conversation stays in Qalibr. Your dashboard sidebar carries a coral badge counting threads where the ball is in your court.

Your ticket list shows every ticket the workspace has opened, newest activity first: status, reference, subject, topic, message count, whether anything is attached, and when it last moved. Threads waiting on you are called out at the top of the card.

Emails and the ticket screens are in the language you were using when you wrote — English or Portuguese.

Access and retention

An expired trial or a suspended account can still open tickets and reply. Support is deliberately outside the paywall — if billing is what’s wrong, you can still reach us.

Attached files are deleted 90 days after a ticket is resolved or closed. The message stays and still shows that a file was there, marked no longer available; downloading it tells you plainly that it was removed rather than pretending it never existed. Reopening a ticket restarts that 90-day clock.

Ticket text is kept for as long as your workspace exists. Deleting your workspace deletes your tickets and their files along with everything else — see Account & data.

Ticket text and filenames are displayed as plain text throughout. Qalibr runs no formatting on support content.