Adding co-founders and advisors to support tickets

When you create a support ticket, it’s private by default. Only you and the FounderCatalyst support team can see it. If you want your co-founders or advisors to follow the conversation or help answer questions, you can share the ticket with them.

You can choose from three visibility options:

The FounderCatalyst support team can always see your tickets. Shareholders, investors and option holders cannot see support tickets. Sharing is only available to founders and advisors.

Here is a video walkthrough of what this feature does and how to use it.

How to change who can see a ticket:

1. Click on the Need help button to open a support ticket
2. Enter your query and select create ticket
3. Under the ticket title, you will see Visibility: Only you and Change
   
4. Click on change and the dropdown will offer three choices - Just me, All founders and All founders and advisors
5. Choose who should be able to see the ticket, then click Save.

Good to know:

• the visibility shown under the ticket title updates straight away.
• only the person who raised the ticket can change its visibility. You can change it as often as you like, including changing it back to Just me.
• if you make a ticket more private, anyone who is no longer included loses access immediately.
• you can only share tickets that were raised for a company. If no company was selected when you raised the ticket, the visibility setting won't appear.

What happens when you share a ticket?

Everyone who newly gets access to the ticket:

• receives an email telling them you've shared the ticket, with a link to it
• automatically starts watching the ticket, so they receive emails about new comments.

If you later widen the visibility—for example, from All founders to All founders and advisors—only the newly included people receive an email. People who could already see the ticket aren't emailed again - we won't send unnecessary emails!

Seeing and replying to a shared ticket

• shared tickets appear in your support ticket list, stating who shared them
• when you reply, both the FounderCatalyst support team and the person who raised the ticket are notified
• only the person who raised the ticket can close the ticket or change its visibility.

Watching and unwatching a ticket

When a ticket is shared with you, you automatically start watching it. Under the ticket title, you'll see who shared it, who can see it, and a Stop watching link. While you're watching, you'll receive an email whenever anyone comments on the ticket, including the FounderCatalyst team or someone else at your company.

To stop receiving these emails, either:

• click Stop watching this ticket at the bottom of one of the emails,
  
  or
• click Stop watching under the ticket title.
  
  You can still read and reply to the ticket after you stop watching it. To start receiving emails again, simply click Watch under the ticket title.

Points to remember:

• If you raised the ticket, you don't need to watch your own tickets. You're always emailed about comments on tickets you raised, including replies from your co-founders or advisors.
• Only the person who raised the ticket can close the ticket or change its visibility.