Support requests lets you follow issues associated with your workspace. LeadScore opens a separate support application inside the page after resolving your signed-in workspace. Use the normal LeadScore navigation so that the account context is supplied by the app.
What you’ll see
Open the correct request
- Open Support requests and allow the workspace verification and loading steps to finish.
- Confirm the page shows Your support requests. If it displays SAMPLE DATA, treat the records as examples rather than actual customer requests.
- Check the current filters, including the apps being shown. Where offered, Only this app narrows the view back to the current app.
- Open the relevant request and read its current progress and available history before creating another report about the same issue.
Some original requests may be grouped under a primary ticket. The primary ticket is identified as the place where updates continue. Read the grouping context so you do not mistake an original request for a separate unresolved workstream.
Handle loading problems
If LeadScore displays Support requests unavailable, read the reason and use Try again. The page distinguishes an unresolved workspace, a workspace that changed during loading, and support taking longer than expected.
If the support application itself reports a load error, use its retry control. A notice that some original histories are temporarily unavailable means the current progress can still be shown while parts of the older history are missing. Refresh before concluding that a conversation was deleted.
Do not modify workspace identifiers or handoff parameters in the embedded URL. They are part of the app's identity flow and are not a way to search another account's requests.
Provide actionable context
When using an available reporting channel, describe the page, the action you attempted, what you expected, and the visible result. Include when it happened and whether the problem repeats. Review attachments and screenshots before sharing so they do not expose credentials, private contact information, or unrelated customer records.
A ticket's status describes the support workflow. A source fix, review status, or completion note is not automatically proof that a specific customer operation succeeded. Recheck the affected workflow when your team is asked to validate it.
Related guides: Settings, Lead record, Learning Center.
Detailed guides
More guides
Activity Monitor and the lead’s Activity can supply recorded context. Share only the necessary visible error and timing; diagnostic events can contain private or internal details.
Screenshots
The screenshot for this guide is shown above, under “What you’ll see”.