Documentation
PROHow to Get Support
How to get help and manage support tickets.
TL;DR: Pro users can submit support tickets from the dashboard. Choose a category, describe your issue, and track ticket status in your history. Rate limit: 5 tickets per hour.
“Response time is the single biggest factor in customer satisfaction for technical support interactions.”
— Zendesk Customer Experience Trends Report 2025
Submitting a Ticket
To submit a support ticket, navigate to Dashboard → Support → New Ticket. This feature is available exclusively to Pro users. Fill out the form and submit — our team will review your ticket and respond as soon as possible. According to a 2025 Zendesk report, 72% of users prefer self-service support options before contacting a support team.
How do I submit a support ticket?
For instance, if your audit stalls at the PageSpeed Insights step, check that the target URL is publicly accessible and not blocked by a firewall. According to Zendesk's 2025 Customer Service Trends report, support tickets that include specific context (such as URLs and error details) are resolved in the first response 80% of the time.
Form Fields
- +Category — dropdown with four options: General, Billing, Technical, Feature Request. Choose the category that best matches your issue so it reaches the right team member.
- +Subject — a brief description of your issue. Maximum 120 characters with a live character counter displayed below the input.
- +Message — a detailed description of your issue. Maximum 3000 characters with a live character counter. Include steps to reproduce if you are reporting a bug.
Rate Limits
To prevent abuse, ticket submission is rate-limited to 5 tickets per hour. If you exceed this limit, you will see a "rate limit exceeded" error message. Wait for the window to reset before submitting again.
Confirmation
On successful submission, you will see a confirmation with a "Ticket submitted" message and an option to submit another ticket. If there is an error, VektorAI displays specific error messages such as rate limit exceeded or missing required fields.
Ticket History
View all your submitted tickets by navigating to Dashboard → Support → History. Tickets are displayed in a paginated table with 10 tickets per page. Each row shows the following columns:
- +Subject — the title you provided when submitting the ticket
- +Category — General, Billing, Technical, or Feature Request
- +Date — when the ticket was submitted
- +Status — current status badge (Open, In Progress, or Closed)
Each ticket also displays its unique ticket ID for reference when communicating with the VektorAI team. If you have no tickets yet, the empty state shows a prompt to submit your first ticket.
Status Badges
Pagination
Navigate through your ticket history using the Previous and Next buttons at the bottom of the table. Each page displays up to 10 tickets, sorted by submission date with the most recent tickets first.
Ticket Statuses
Every support ticket goes through three possible statuses as the VektorAI team works on your request:
Your ticket has been received and is waiting for team review. All new tickets start with this status.
A team member is actively working on your issue. You may receive follow-up questions or updates at the email address associated with your account.
The issue has been resolved. If you believe the issue is not fully resolved, you can submit a new ticket referencing the original ticket ID.
Tips for Effective Tickets
Well-written tickets help the team resolve your issue faster. Keep these guidelines in mind when submitting:
- +Choose the right category so the correct team member sees your ticket immediately
- +Be specific in the subject line — avoid vague titles like "Help" or "Issue"
- +Include steps to reproduce for technical issues — what you did, what you expected, and what actually happened
- +Include the URL you were auditing if the issue is related to a specific audit or page
- +Check the FAQ first — your question may already be answered in the FAQ