Contact Dakik support

Open Support

Press Support in your profile menu at the top right, or on a computer in the System group at the foot of the menu on the left; the window opens over the page you are on. You can also type "support" into Search and choose Support under Actions. Owners, Admins and Staff use Support. Members do not see it: a member's questions go to their studio.

On a computer, your requests are listed down the left of the window, most recent activity first, and the new request form opens on the right. Each row shows the opening words of the latest message under the subject, then the request status, its number (such as #1042) and its category: an Open request is waiting for the Dakik team, an Answered request is waiting for you, and a Closed request is done. Press a row to open its conversation on the right. On a phone the window shows the request list first; New Request is under the list, and the arrow at the top left takes you back from a request.

Open a new request

1. 1

   In the Support window, press New Request.

   The request form opens. On a computer the window already opens on it.

2. 2

   Under Category, pick the card that fits your request: Report a Problem if something does not work as expected, Suggestion / Change if you want a feature or a change, Question if you are asking how to do something, Plan and Billing if it is about your plan and payments.

   A request cannot be sent without a category.

3. 3

   Sum the request up in one sentence under Subject, and under Message write what you were trying to do, what you expected and what happened.

   The subject is the title shown in the request list and in reply notifications.

4. 4

   If it helps, press the Add Image area and choose a screenshot. You can also paste a screenshot into the form (⌘V, or Ctrl+V on Windows) or drag and drop it onto that area.

   Attached images show as small previews under the area; remove one with its cross.

5. 5

   Press Send.

   The request opens and you move to its conversation.

• A message can carry up to 3 images; they must be PNG or JPG, at most 5 MB each.
• The page you opened the request from, your browser, your screen size, your role, your branch and your plan are added to the request automatically, so the Dakik team does not need to ask for them.

Follow replies and keep the conversation going

When the Dakik team replies to your request, a notification lands in your notification bell and an email goes to your account's email address. Pressing the notification or the button in the email opens the request directly. A dot beside Support in your profile menu means there is an unread reply.

• In the conversation, messages follow one another with the writer's name and time; Dakik Support's replies sit on a light background. Press an image to see it larger.
• To reply, write your message in the box under the conversation and press Send in the box. You can attach images with the image button at the bottom left of the box, or by pasting or dragging them.
• Once your issue is solved, press Close Request in the conversation header; on a phone the button is in the reply box, next to Send. If you write a new message into a closed request, it opens again.

All of the studio's requests

In the Support window, Owners and Admins see the requests everyone at the studio opened, so on a computer the list is headed Studio Requests rather than My Requests, and a request someone else opened shows that person's name on its row. Staff see only the requests they opened themselves.

Requests and branches

A request belongs to the branch it was opened in: the Support window shows the requests of the branch you are in. If you run more than one branch, switch to the other branch first to see a request opened there: Open and switch branches.

If you open the link in a reply notification or email while you are in another branch, the request does not load and the window reads "This request may belong to another branch." Switch to the branch the request was opened in and open the link again.

Support when your usage period ends

When your free trial or subscription ends and your studio is locked, Owners and Admins can keep using Support: Support on the Your usage period has ended screen opens the window over that screen. To start your subscription or ask about a payment, choose the Plan and Billing category. The link in a reply email opens the request on the lock screen too.

Staff cannot reach Support while the lock lasts; they pick up where they left off once the studio opens again. More in When your usage period ends.

Support in the demo studio

Requests cannot be opened from the demo studio: they would not reach the Dakik team. If you have a question while trying the demo, write to us through the contact page on dakik.studio; once you open your own studio, Support works from inside the app.