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.

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)

Additionally, tickets can also be accessed through the Space 'All' View, which consolidates all your tickets for easy access, and the WorkBoard Team Inbox, ensuring you can stay updated on their progress.

To view the status of submitted requests:

Open Messenger.
Click Tickets.

- Note: The Tickets portal icon is visible only after you have at least one ticket reported/created. If you haven’t submitted a ticket yet, the "Ticket" icon will not be visible
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.

If you encounter issues with ticket visibility, it may be due to changes in the ticketing system, such as data migration. During these times, some tickets may temporarily become unavailable but will be restored once the migration is complete.