Using support

Report a problem, follow its progress, and keep every reply in one place.

Where to go

Use these paths on the Simply Classic app you are signed into.

The planner desk has Couples and Guests switches under Your desk accepts. Turning an audience off stops that audience from filing to that planner’s desk. Platform Support is restricted to Simply Classic staff; having a planner role does not grant access to everyone’s platform tickets.

Report an issue and follow it

1. Open Report a problem from your account menu (the header menu on mobile), or Report a bug where available. Choose Report a bug or Request a feature under Is this a bug or a feature request? Use Get help for a general support question.
2. For a bug, explain What happened? and What did you expect? Include the steps that caused the problem. For a feature request, describe What would you like added or improved? and How would this help?
3. Optionally choose Capture this page. Check the screenshot preview and remove or recapture it if it contains information you do not want attached. A failed screenshot does not stop you from submitting the report.
4. Submit and keep the ticket number. Use Track your ticket or My reports to read updates and reply.

Bugs and feature requests use the same ticket tracking and replies. Feature requests are labeled separately and go to Platform Support for review. Submitting an idea does not promise implementation or automatically deploy a change.

Without an account, use the public support form and keep its Track this ticket link. That private link grants access to the ticket; share it only with someone who should see the conversation. If the form opens your email app after a failure, finish sending the email there—the fallback itself is not a confirmed submission.

Staff: work a ticket

1. Open the appropriate desk and select a report. Check its filer, category, conversation and any page context or evidence. Use the status tabs and Load more to find older reports.
2. For investigation notes, check Internal note (never emailed to the filer) and choose Save note. These notes are staff-only.
3. For a customer update, leave Internal note unchecked, write the message and choose Send reply. The reply is visible to the filer. Check Email delivery separately to see whether its email notification went out.
4. Use open for active work and pending while waiting for information. Choose solved or closed when you can record the outcome below.
5. Reopen the ticket through its desk link to confirm the saved conversation or resolution. If the screen says the result is uncertain, use its Retry reply, Retry note or Retry resolution action for the unchanged operation. A lost status result changes the status control to Retry open or Retry pending; retry that unchanged operation before continuing because the desk remains held until it is resolved.

Record a resolution

Choosing solved or closed opens Record resolution. The Public summary is shown to the filer; verification details remain staff-only.

Choose Save resolution and review the saved result. Older tickets marked solved or closed are not automatically fresh proof that a current complaint is fixed.

Turn an email into a support report

1. In Email Inbox, open the relevant message and choose Create or link support report.
2. Choose Create a new report, or Link to an existing report and enter its ticket ID.
3. Review the source sender, mailbox, quoted conversation and selected target. When prompted, explicitly review the different sender against the existing filer before linking.
4. Leave Publish a reviewed excerpt to the ticket unchecked to keep the source conversation private to authorized staff. To share text, check it and write only the excerpt suitable for everyone with ticket access.
5. Attachments stay in the mailbox unless selected. Selected supported images become ticket evidence visible to the filer and private-link holders; they are not staff-only notes.
6. Choose Create private report, Link private source, or the corresponding action with reviewed content. Open the resulting report and check its source association.

Manual creation/linking sends no email. Copies of the same message should lead to the same report rather than separate tickets. If a message conflicts with an existing source or conversation, keep it for review instead of forcing a new ticket. If the save outcome is uncertain, use Retry same import.

Review incoming email coverage

In Platform Support, expand Email intake and coverage.

• Check each mailbox’s status, Last successful sync, backlog and failed candidates. Coverage is incomplete means incoming reports may be missing; an empty queue does not prove everything has been caught.
• Review Pending emails with Review email, enter a trimmed Reason for review of 3–1,000 characters, then create/link the appropriate report. Dismissing a non-support message also requires a 3–1,000 character reason. If the UI says Refresh intake to review the current source before dismissing, choose Refresh intake first; dismissal remains unavailable until the current source and observation have been reviewed.
• Use the Linked and Dismissed filters to inspect previous decisions, and Refresh intake to load current results.
• Complaints outside the configured rules can still be converted manually from Email Inbox.

After the release and mailbox checks are complete, authorized staff can use Configure intake to select mailboxes, support labels, recipient rules, reply mailbox and the start time. A shared recipient also needs a selected support label or staff review. Choose Preview intake changes and inspect the coverage. If the preview is incomplete, resolve the mailbox coverage and run Preview intake changes again; Save reviewed settings appears only after a complete preview.

Send one acknowledgment for eligible new reports is a separate setting. It applies only to eligible first automatic reports after the stored cutoff. Historical imports, manual imports, copied messages, linked replies and replays stay silent. Enabling it does not acknowledge the old backlog.

Understand email status

Daily staff check

Review open and pending tickets, check mailbox coverage and pending email candidates, respond or add private investigation notes, inspect held/failed/uncertain notifications, and close only reports with an accurate recorded outcome.

For a missing complaint, start with the connected mailbox and its last successful sync, then check the intake filters and existing ticket sources. Preserve separate issues even when they arrived in one email thread. The historical backlog reconciliation is a separate controlled release operation, not something a staff member should reproduce by manually importing every old email.