Account & Billing
How to Open a Support Ticket and Which Plans Qualify
Support tickets start on Solo; Research Team and Enterprise get priority. Free plans have the knowledge base.
Overview
Support tickets start on Solo; Research Team and Enterprise get priority handling. On Free, this knowledge base is your support channel.
Who gets what
| Plan | Support |
|---|---|
| Free | Knowledge base only |
| Solo, Professional, Team | Standard support tickets |
| Research Team, Enterprise | Tickets flagged priority |
Priority is applied automatically from your plan when the ticket is created — there's nothing to request.
Step-by-step
Search the knowledge base first — use the help icon in the top navigation. Most questions are answered here, instantly.
Open a ticket — from the in-app help centre, if your plan includes ticketing.
Include the specifics — survey name or ID, what you expected, what happened, and any error text. Specific tickets get resolved in one reply; vague ones cost a round-trip.
Tips
Tip: Paste the exact error message and the survey ID. Support can look up a survey by ID in seconds; "my survey isn't working" starts a conversation instead of a fix.
Note: Ticket access is plan-derived, so it turns on the moment you subscribe to Solo and off if you drop back to Free — no separate support plan to buy.
Related articles
- Comparing All Six Surveti Plan Tiers and Their Included Limits — support by plan
- Research Team Plan Features and Who It Is For — priority support
- When to Upgrade from the Free Plan to Solo — unlocking tickets