Skip to content

Help

Get help

Send us a ticket from the dashboard, and what to put in it so we can help you quickly.

If something isn't working and Troubleshooting didn't sort it out, send us a ticket from the dashboard. This page shows where the form is, what it sends, and what to put in it so we can help you quickly.

Where the form is

Choose "Get help" in the account menu at the bottom of the sidebar. It opens SettingsHelp, which you can also open directly.

  • Everyone who's signed in has it: free and paid plans, simple and builder mode, and even while a new agent is still being set up.
  • The section is described as "Answers to common questions and a way to reach us." A few common questions come first, and the form sits under them, headed "Submit a ticket".
  • You need to be signed in to send a ticket. If you can't sign in at all, write to hello@myhermes.cloud, the contact address in the Privacy Policy and the Terms of Service.

Filling in the form

FieldWhat goes in itLimit
"subject"A short summary. The box suggests "Brief summary of your issue".200 characters
"message"The details. The box suggests "Describe your issue in detail".5,000 characters
"discord (optional)"A Discord username, if you'd like to give one. The box shows "username#0000".100 characters

The labels show in capitals on screen. Each box stops taking text at its limit.

  1. Fill in "subject" and "message". "submit ticket" turns on once both have text in them; spaces alone don't count.
  2. Press "submit ticket". It reads "submitting..." while it sends.
  3. You see "Ticket submitted. We'll get back to you soon." To send another, press "submit another →", which brings back an empty form.

If the ticket can't be sent, a short error appears above the button, such as "Something went wrong". What you typed stays in the boxes, so you can try again.

What a ticket sends

  • Your subject, your message and your Discord username, if you gave one.
  • Your account. The ticket is linked to your MyHermes account, and we see your account's email address when it comes in, so there's no need to type it. Your email address isn't saved with the ticket itself.
  • No confirmation email. The "Ticket submitted" message on screen is your confirmation.

What to put in it

The more exact the ticket, the faster we can find the problem. Include:

  • Where it happened: the page (for example SettingsChannels or the Scheduled page), and whether it was the web chat, Telegram, a scheduled task, a webhook or the API.
  • When it happened: the date and time, with your time zone.
  • What you did, step by step, up to the moment it went wrong.
  • The exact message you saw. Copy it rather than retyping it. For a webhook or API request, include the status code and the error body.
  • Your plan: Free, Mini or Pro. The account row at the bottom of the sidebar shows it.
  • Names: the scheduled task, connector, webhook or app involved, and your Telegram bot's username if it's about Telegram.
  • Whether it happens every time, or only now and then.

For example:

subject: Telegram bot stopped answering

message: I'm on Pro. Since about 9:15 IST today (29 September), my bot @my_hermes_bot doesn't reply to anything I send in our private chat, not even a holding line. The web chat still works, and Settings → Channels shows "connected as @my_hermes_bot". At 9:40 IST I pressed "restart" on Settings → Status and sent another message, with the same result.

What happens next

The form tells you "We'll get back to you soon." It doesn't give a response time.

Before you send one

  • Most problems are covered in Troubleshooting, with what to check and how to fix each one.
  • A plan card with no buttons asks you to contact support. A ticket is the way to do that; see Billing.
  • To ask for a copy of your data, or for it to be deleted, follow the Privacy Policy. Privacy and your data sums up the rest.

What's next