Getting support and tracking your requests | Civio Civio Assist Knowledge Base [Skip to content](#main) [ ![Civio Civio Assist Knowledge Base](/civio-light.svg) ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io) [Product documentation](/articles) [Release notes](/releases) [ Support portal ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) Toggle navigation [Product documentation](/articles) [Release notes](/releases) [Support portal](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) 1. [Home](/) › 2. [Product documentation](/articles) › 3. [Getting started](/articles?category=1) › 4. Getting support and tracking your requests Getting support and tracking your requests ========================================== Updated 1 month ago · 3 min read Search Search When you need help with Civio Assist you can email us or raise a request in the support portal. All requests are tracked on the [Civio Portal](https://assist.knowledge.civ.io/portal/login). Sign in to the portal at any time to see each request's details and current status. Raising a request by email -------------------------- You can raise a request by emailing . Send us your question with as much context as possible, such as the chatbot or dashboard page you are working on, and a screenshot if you have one. 1. You'll receive a confirmation email with a reference number, like **CIVIO-000042**, in the subject line. 2. Reply to that email whenever you want to add something to that request. 3. To start a new request, please send a fresh email to so all queries stay separate. Attachments are always encouraged, so send through screenshots, exports or documents with your email. Viewing your open requests -------------------------- Choose **Support portal** in the header of the knowledge base, or go straight to [assist.knowledge.civ.io/portal](https://assist.knowledge.civ.io/portal). The portal shows everything you have raised with us, and there is no password to remember. 1. Enter the email address you contact support from, then choose **Email me a sign-in code**. 2. We send a six-digit code to that address. 3. Enter the code to sign in. It lasts 15 minutes and works once. ![Signing in to the Civio support portal with a one-time email code](https://assist.knowledge.civ.io/storage/MYmavi9vboc14bOtrbysqzzzrKBZSLOTp4Mw7REa.gif) Raising a request in the portal ------------------------------- Once you are signed in you can raise a request without using email at all. Choose **New request** and fill in the form. It creates the same numbered ticket, and you still get the confirmation email with the reference on it. 1. Choose what you need help with: **Something is broken**, **How do I…?**, **Account or access**, **Site change** or **Feature idea**. 2. Give the request a short **Summary**, then use **What's happening?** to describe it. 3. Attach anything that helps, up to five files of 10 MB each. 4. Choose **Submit request**. We take you straight to the request so you can follow it from there. ![Raising a new support request in the Civio portal](https://assist.knowledge.civ.io/storage/xdJyIb4GdTsKWK3q5GwywvipZVFV1DGIT2yPzDIk.png) Following a request ------------------- Your requests are listed with a reference, a status and when they were last updated. Open one to read the whole conversation and see the details at a glance. ![Opening a support request in the portal to see the conversation and ticket details](https://assist.knowledge.civ.io/storage/9mLGCFanyl0sN8dsKd6QK5VP2Oaup7T81lp5heZT.gif) You can reply straight from the request instead of by email if you prefer. Replying to a request we have already closed opens it again, so you can always come back to something. Anything attached to the request, by you or by us, can be downloaded from the conversation. - **Open**: we have your request and will get to it. - **In Progress**: we are working on it now. - **Awaiting you**: we need something from you before we can go further. - **Closed**: finished. Reply any time to reopen it. Release notes and emails ------------------------ Every release can be seen at [assist.knowledge.civ.io/releases](https://assist.knowledge.civ.io/releases). Additionally we will email you a summary of every new major release the moment it goes out. - You are on the list already as a Civio Assist user, so there is nothing to sign up for. - Choose what you hear about under **Email preferences** in the portal, or use the unsubscribe link in any email. - Release notes and platform updates are separate, so turning one off leaves the other running. Was this article helpful? ------------------------- Your feedback helps us prioritise what to rewrite. Yes No [ Back to Getting started ](/articles?category=1) On this page ### Still need help? Raise a request in the support portal and track it to resolution. [ Submit a support request ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) **Need additional help?** Contact our support team at [help@assist-support.civ.io](mailto:support@civ.io) © 2026 [Civio](https://civ.io)