Support
Support tickets are a recent addition and still being rolled out.
When something doesn’t work or you have a question, open a support ticket — the neoo team sees it right away and replies in the same place, so nothing gets lost in an inbox. Tickets are available to every user, and you can reach them from anywhere: inside a company, open Settings at the bottom of the left sidebar and choose Support; on the start page, the same Support entry sits in the settings menu at the top right.
Creating a ticket
Click New Ticket and describe the problem:
| Field | Notes |
|---|---|
| Company | Only asked when you belong to several companies and none is active — pick the one the question is about |
| Subject | A short summary |
| Category | Pick the closest match — it routes your ticket to the right person |
| Priority | Low / Medium / High (Medium is the default) |
| Description | What happened, what you expected — the more concrete, the faster the answer |
| Attachments | Up to 5 files, 10 MB each — images and PDFs; screenshots help a lot |
The page you were on when you opened Support is captured automatically, so the team sees exactly where the problem occurred — no need to describe your way there.
Tickets about a transaction
Open Support while a vendor transaction is on screen and the form offers Attach to this transaction (ticked by default). The ticket then carries the document it is about — vendor and invoice number — and shows up on that transaction under Tickets, right below the transfer history, where anyone who can open the transaction can read and answer it. Documents waiting in a workstation show a small speech-bubble chip with the number of open tickets.
The neoo team uses the same form from their side: when a document in review needs more information, they open a ticket on it, assign it to a colleague and involve the person at your company who can answer — you receive an email and see the ticket under Support, and can reply there or straight from the email. People without a login can be added by email address and follow the conversation from their inbox.
What happens next
Your ticket becomes a conversation: the team’s answers and your replies appear as a thread, attachments included. Reply directly in the ticket, or simply answer the email notification from your inbox — emailed replies land in the same thread (marked “Received by email”), and every email notification links straight back to the ticket.
Tracking your tickets
The Support page lists all your tickets across your companies, with a status filter (Open is preselected — clear it to see everything):
- Open — waiting for the team
- In progress — being worked on
- Resolved — the team considers it solved. Not quite? Replying reopens it automatically, or use Reopen.
- Closed — finished for good; closed tickets are read-only
The notification bell
The bell in the top bar (on company pages and the start page) shows a red badge whenever there’s something new: a New reply or a Ticket status changed, each with the ticket number and subject — click one to jump straight into the ticket.