Getting support

Found a bug or have a question? The Support page (top bar → the life-ring icon next to the notification bell → Support) puts you directly in touch with the ZeitRide team — no email threads to lose.

Opening a ticket

1. Open Support and click New ticket.
2. Fill in:
   • Subject — a brief summary
   • Type — Bug or Inquiry
   • Priority — Low, Normal, High, or Urgent
   • Description — what happened, steps to reproduce, and what you expected
3. Use Attach files to add screenshots, screen recordings, or files (images, video, PDFs, text, CSV). Each file must be less than 50 MB.
4. Click Submit ticket.

You'll see "Ticket submitted. We'll be in touch here." — replies arrive on this page, in the ticket's thread.

Writing a report that gets fixed fast

For bugs, the difference between a one-day fix and a week of back-and-forth is detail:

• The exact page and what you clicked, in order
• What you expected vs. what happened (error messages verbatim)
• A screenshot — attach it. For anything involving a sequence of clicks or an intermittent problem, a short screen recording is far more useful
• Whether it happens every time or intermittently
• An example record (a trip date and member) we can look at

Tracking your tickets

The Support page lists your tickets under tabs: Open (with a count), Resolved, Closed, and All, with a search box. Click a ticket to open its thread — your messages and the team's replies, live-updating, with status and priority badges.

Statuses you'll see: New, Open, In progress, Waiting on you (we need something from you — a reply gets things moving again), Resolved, and Closed.

Priorities, honestly

• Urgent — you can't dispatch, drivers can't sign in, billing is blocked
• High — a core workflow is broken but you have a workaround
• Normal — a bug that isn't blocking the day
• Low — cosmetic issues, questions, ideas

Reserving Urgent for the real thing keeps genuine emergencies fast for everyone.

Tip: Feature ideas are welcome — file them as an Inquiry describing the problem you're trying to solve, not just the button you wish existed. The underlying need often has a better solution than the first idea.

Instant answers

On accounts with the assistant enabled, questions submitted as inquiries get an immediate first answer in the ticket thread from the ZeitRide Assistant, drawn from this Help Center. A team member always follows up on anything it can't answer, and bug reports go straight to the support team — the assistant never handles those.