Support
Open Settings → Support in Thermal →
What it's for
Support is where you search Thermal's own documentation and, if that doesn't answer it, file a ticket for a Thermal support person to follow up on. It sits next to your ticket history — this same page lists every ticket you've filed, and each one opens into its own thread.
Reach it from Settings → Support in the sidebar, at /settings/support.
Tabs
This screen has no tabs. It's four stacked sections: search docs, file a ticket, My tickets, and Help options.
Panels and controls
Search our docs first
A live search box — "e.g. how do I close out a job?" — that queries Thermal's documentation as you type. Matching results show a title and a short snippet. No matches shows "No results" with a prompt to try different words or file a ticket below instead.
File a ticket
Subject, Priority (Low, Normal, High, Urgent — defaults to Normal), and What do you need help with?, a free-text description. Submit ticket files it; the form clears on success and the new ticket appears immediately in My tickets below.
If you arrive here from an escalated in-app question that couldn't be fully answered, the subject and description are pre-filled from that question — a note above the form says so, and every field stays editable before you send it.
My tickets
Every ticket you've personally filed in your org — not every ticket in the org. Columns: Subject, Status (including a Waiting on you state when support needs more from you), Priority, Assignee (or an Unassigned badge), and Filed. Clicking a row opens that ticket's thread. No tickets yet shows "No tickets yet" with a note that tickets you file above will show up here with their status.
Help options
Two org-wide on/off rows, each with its own Save:
- Enable the Assistant turns the Assistant — Thermal's guided-help chat that answers from Thermal's own guides and points you to the right screen — on or off for the whole org. Turning it off removes it everywhere right away, no rollout delay either direction.
- Show the "Report a bug" entry, visible to owners only, shows or hides the always-present Report a bug link in the sidebar, the account menu, and the field app profile, all three at once.
Each row saves independently — saving one never touches the other's stored value. This section only shows if you can change at least one of the two rows.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Subject | Free text, up to 200 characters | Yes | "Give your ticket a short subject." if blank; "Subject is too long (200 characters max)." over the limit |
| Priority | Low / Normal / High / Urgent | No | "Unrecognized priority." if the submitted value isn't one of the four |
| Description | Free text | Yes | "Describe what you need help with." if blank |
How to configure it
- Search docs, file a ticket, and My tickets don't drive behavior elsewhere in the app — it's a support channel, not a settings surface in the usual sense, but it lives in the Settings area alongside everything else an owner or office manager reaches.
- The Help options rows do drive behavior elsewhere: turning the Assistant off removes it everywhere it appears — the Help drawer's Ask the Assistant tab and the field app's assist sheet — right away, not on a delay. Turning off the Report a bug entry hides it from the sidebar, the account menu, and the field app profile at once.
- A ticket you reply to from its detail page reopens it if it was resolved or waiting on Thermal support — see Ticket for that behavior.
- This history is scoped to app-authenticated staff logins only — customers or vendors using a portal link don't see or file tickets here; that's a separate flow.
Who can see it
- Owners can search docs, file tickets, see their own ticket history, and change both Help options rows.
- Office managers can search docs, file tickets, and see their own ticket history; they can change the Assistant row, but Report a bug doesn't render for them at all.
- Dispatchers and technicians cannot reach Settings at all.
The full role matrix is on Roles & permissions.