Getting Support

What this is

A support ticket is the fastest way to get help with your site. Tickets live inside your dashboard so the conversation has all the right context — which site, who's on the team, what changed recently. You get a notification when support replies; we get a clean timeline of every back-and-forth.

This guide walks through opening a ticket, the lifecycle it goes through, and when email is the better channel.

When to open a ticket vs send an email

Open a ticket when:

• It's about a specific site (a page is broken, the contact form isn't sending, your DNS isn't resolving).


• You want a record of the conversation.


• You want to be notified the moment we reply.

Email hello@handsfreesites.com when:

• You can't log in (so you can't open a ticket).


• It's about your account, not a site (billing question, login issue, password reset).


• It's an urgent payments/billing issue.

If you can log in and the issue touches a specific site, the ticket flow is always the faster path.

Opening a ticket from your dashboard

1. Sign in to your dashboard.
2. Pick the site that's having the issue from the site selector.
3. Click Support in the left sidebar.
4. Click New ticket in the top right.
5. Fill in:

- Subject — a short one-line summary. "Contact form isn't sending" beats "help." - Details — the more specific, the faster we can help. What page is it on? What error did you see? What did you try? - Priority — leave it on normal unless something is genuinely broken for your visitors right now. Urgent gets faster eyes but is reserved for site-down situations.

1. Click Create ticket.

You'll get a confirmation email immediately. The ticket lands in our queue and a real person picks it up — no chatbots, no "tier 1" deflection.

What happens after you click Send

1. You get an email confirmation — "We've got your ticket: [subject]." Save this email; it has a direct link back to the thread.
2. Someone claims the ticket the first time they open it. From this moment forward, that person is your point of contact.
3. They reply. You get an email notification AND a bell-icon notification in your dashboard. Click either to land back on the thread.
4. You reply. Same flow — they get notified, your message lands in the timeline.
5. They mark it resolved. You get a "ticket resolved" email. If the problem is actually fixed, you don't need to do anything — the ticket closes automatically 7 days after it's resolved. If the problem isn't actually fixed, reply to the thread within those 7 days — that automatically reopens the ticket.
6. The ticket closes — final state, no more replies accepted. If a new (related) issue comes up after close, open a fresh ticket.

Support by plan

Everyone gets help — the channel just depends on where you are on the ladder:

• Preview (free): the full help center, available any time — every article, the prompt library, and step-by-step guides.
• Kept ($12+/mo) & Published ($99): everything above, plus email and in-dashboard support tickets with a real human reply.

How fast we respond

Monday–Friday, 9 AM – 5 PM Central. We aim for a first response within a few hours during business hours, faster for urgent and priority tickets. Weekend emails get answered Monday morning. Put URGENT in the subject for a site outage, payment problem, or lost access — those get a same-day response even on weekends.

Common questions we get a lot

• "My site is showing the wrong content." Check Pages → Recent changes first. Most "wrong content" issues are an unapplied draft change or a cache lag that resolves itself within 10 minutes.
• "My contact form isn't sending." Open a ticket; this is almost always a DNS or notification-email config issue we can fix in a minute.
• "I bought a domain and it isn't working yet." Domain registration takes 5–15 minutes to propagate. If it's been an hour and you still can't reach the site, open a ticket.
• "I want to cancel." That's the dashboard Account → Billing → Cancel subscription flow. Your site stays live through a short grace period (about 5 days) where you can reactivate or export it, then it's taken offline — full details in Cancelling, Refunds & Keeping Your Site. Open a ticket only if that flow doesn't work for you.

If you ever can't log in

Email hello@handsfreesites.com directly. We'll pick it up from the email side.