Getting help

Open the Help menu at the bottom of the sidebar (or press ⌘E) to ask the support assistant a question, including where something is on your screen, or open a ticket with the team; ticket replies show up in the Studio and by email.

Help lives behind the ? icon at the bottom of the sidebar. The menu has two ways to get an answer: ask the support assistant, or open a ticket with the team.

Ask the support assistant

Choose Chat with assistant, or press ⌘E (Ctrl+E on Windows). The panel opens beside your work on a wide screen and over it on a narrow one, and stays open while you move around the Studio. In a project with AI turned on, ⌘E opens Ember instead.

The assistant answers questions about Endra Studio using these help articles. Links to the articles it used appear in the answer and are listed under it as Read more. It can see your plan and usage, and which screen you have open, but never your writing or project data.

Ask where something is. The assistant knows the layout of the screen you’re on, so “where is the add button?” or “what am I looking at?” gets a straight answer. When it names a control on your screen, the name is a button: click it and the control lights up. When it points you to another part of the Studio, the name is a link that takes you there.

Every answer has 👍 and 👎. When the assistant can’t help, or you tap 👎, an Open a ticket about this link appears under that answer. Each one opens a ticket about that question, so you can keep chatting and come back to it.

The panel keeps your past chats. New chat starts fresh, and Chat history lists earlier ones to pick up again.

Open a ticket

Choose Message support to report a problem, or Give feedback to send a suggestion. Either way you get the ticket form: pick what it’s about (Problem, Question, Feedback, Billing & account, or Other), add a subject and describe what’s going on.

Paste or drop screenshots onto the form. PNG, JPEG, WebP and GIF are accepted, up to 5 per message and 5 MB each.

If the problem showed a Something went wrong message, it ends with a short reference code, such as Reference zf8k5zz4. Include that code in the ticket. It points the team at the exact failure on our side, so they can find it without asking you to reproduce it.

The form notes which version of Endra Studio you’re on, and sends it with the ticket, so there’s no need to look it up. The same version is shown at the bottom of the Account menu, next to a What’s new link to the changelog.

If the assistant offered to open a ticket, the form arrives pre-filled with its write-up of the conversation, ready to edit.

Follow a ticket

Support home opens your support page: your tickets first, your past chats on a second tab.

When the team replies, you get an email signed by the person who answered, and the ? icon shows a dot. Open the Help menu and choose 1 new message to jump to the ticket. Reply from the ticket itself; each reply can carry screenshots too.

A ticket has one of three statuses:

• Open: with the team.
• Waiting on you: the team has replied and needs something from you. After 5 days you get a reminder email; after 7 the ticket closes.
• Closed: finished, by you or the team. Replying to a closed ticket reopens it.

You can close a ticket yourself at any time from the bottom of the thread.