Getting Help

Description

Help & Support is built into PlaidCloud. From it you can ask the AI assistant a question, open a support ticket with our team, attach screenshots, and follow the whole conversation in one place — replying either in the app or straight from your email.

Open Help & Support

1. Click your name (or avatar) in the top-right corner
2. Select Help & Support

The window opens with two tabs: Ask the Assistant and My Tickets.

Ask the Assistant First

The Ask the Assistant tab is the fastest way to an answer — it can see your workspace context and search the documentation.

1. Type your question and press Enter
2. Read the answer; ask follow-ups in the same thread

If the assistant can’t resolve it, you can hand the conversation to a human — the transcript is attached to the ticket so our team has the full context.

Open a Support Ticket

1. Open Help & Support and go to the My Tickets tab
2. Click to start a new ticket
3. Describe your question or issue in the message box
4. (Optional) Click Attach to add a screenshot or file — see Attach a Screenshot below
5. Click Send

Your ticket is created and our team is notified. You’ll also get an email confirming the ticket was opened.

Note

You can submit a ticket with only a screenshot attached — a message is not required when you’ve attached a file.

Attach a Screenshot

Screenshots make an issue far easier to diagnose. You can attach files both when opening a ticket and when replying.

1. Click Attach
2. Choose one or more files (images such as PNG/JPG, or documents like PDF, plain text, or logs)
3. Each file appears as a chip; click a chip to remove it before sending
4. Send the message

Limits: up to 10 files per message, 10 MB each. Images you attach appear inline in the conversation; other files show as a download link.

Follow the Conversation

Open a ticket from the My Tickets list to see the full thread. When a support agent replies:

• You’ll receive an email notification
• The reply appears in the thread, with any images shown inline

Reply

You can reply two ways:

• In the app — open the ticket, type in the reply box, optionally Attach a file, and click Reply.
• By email — just reply to any support email you receive. Your reply is added to the same ticket, and any files you attach to the email come along with it.

Ticket Status Emails

You’re kept informed by email at every step:

• When your ticket is opened
• When an agent replies
• When your ticket is resolved
• When a resolved ticket is reopened