Overview
WorkBoard AI provides an in-app support experience. You can use it to search help articles, start a support conversation, request a human agent when needed, and track your support tickets - without leaving WorkBoard AI.
Workboard AI Messenger is available from anywhere in the product via the chat launcher in the bottom-right corner.
How to open WorkBoard Messenger
In WorkBoard, click the Messenger launcher (chat bubble) in the bottom-right corner.
The Messenger panel opens. You’ll typically see sections such as Home, Help, Messages, and Tickets.
Search Help first (recommended)
Before submitting a request, check if there’s an article that answers your question.
In the Messenger, click Help.
In the Search for help field, type a keyword related to what you’re trying to do.
Open a relevant article and follow the steps provided.
If you still need help (or you’re reporting an issue), contact support from the same panel.
Start a conversation with a Support Agent
In Messenger, click Contact support.
You’ll be connected to Support Agent (AI) in the Messages experience.
Type your question or describe the issue you’re experiencing, then send your message.
Tip: The more details you provide up front, the faster we can help.
Request a human support agent
If you need to speak with a person, you can request a human agent directly in the chat.
In the Support Agent conversation, type something like:
“Talk to a human”
“Connect me with support”
The AI agent will confirm your request and connect you to a human support agent.
What happens next
After you message a Support Agent (Human), what happens depends on the type of request:
If it’s a question or “easy ask”
The Support Agent will reply directly in the conversation (in Messages) with guidance, next steps, or links to helpful resources. In these cases, no ticket is created.
If it’s a confirmed issue/bug that requires tracking
If Support confirms the issue (for example, a product bug or something that needs follow-up), the Support Agent(Human) will convert the conversation into a support ticket so it can be tracked through resolution.
When a ticket is created, you’ll see details such as:
Ticket Type
Ticket ID
Title
Description
You’ll then receive updates:
in the in-app Messenger (Messages/Tickets), and
by email (based on your notification settings).
If you have more details to share after the ticket is created, reply in the same conversation to keep everything in one place.
Where to check replies (Messages)
To view support replies and continue the conversation:
Open Messenger.
Click Messages.
Select your support thread to read updates or respond.
Where to track tickets (Tickets)
To view the status of submitted requests:
Open Messenger.
Click Tickets.
Review your list of tickets and their current status (for example, Submitted or Solved).
Open a ticket to see more details, including timestamps and the latest updates.
Tickets portal (optional)
If your conversation is converted into a ticket, you can also track it in the Tickets portal here: https://support.myworkboard.com/en/
When you click Tickets portal, you’ll be redirected to: https://support.myworkboard.com/en/tickets-portal/
From the Tickets portal, you can view:
Your tickets (tickets you personally reported), and
Organization tickets (tickets reported by others in your WorkBoard AI org)
Note: The Tickets portal is visible only after you have at least one ticket reported/created. If you haven’t submitted a ticket yet, the portal may appear empty or not show ticket history.
https://support.myworkboard.com/en/articles/13570438-how-to-report-a-bug-in-workboard-ai