Using the Support Hub

We built the Support Hub around a simple idea: most "how do I do X" questions have a written answer, most bugs have already been reported, and the dealer should never have to guess which of the four to try first.

The four surfaces

1. Chat — /help/chat

The assistant reads the docs, checks active known issues, and inspects your account state to give you a concrete next step. Use it when you're stuck on something and want to describe it in plain words.

The chat is not a knowledge-base parrot. It can:

• Search articles + known issues
• Look up your actual connection state (eBay scopes granted, PrintNode connected, shipping address configured) when troubleshooting
• Suggest deep links into the exact settings page that solves your problem
• Escalate to a human when it can't resolve the question itself — opening a ticket with the full transcript attached

Sign-in required. Conversations save to your account.

2. Search — /help/search

Use search when you remember the right phrase. The ranker weights title hits heaviest, so short precise queries beat long sentences. Returns articles + known issues together.

If search finds nothing, the page offers a one-click handoff to chat with the query pre-filled.

3. The Help drawer (? icon in the topbar)

Click the question mark in the top-right of any authed page — or press ? on your keyboard — and a slide-out drawer opens with articles + active known issues filtered to your current page. If you're on /orders, you see orders-related help; on /settings/ebay, you see eBay setup help. No browsing required.

The drawer also has an "Open full chat" button at the bottom that forwards whatever you typed into the drawer's search into a fresh chat thread.

4. Known issues — /help/known-issues

Every bug we're tracking, plus what we shipped recently. Each tracker has a code (e.g. KI-001), a severity, a status, and a permalink you can share with us.

When you're hitting something weird, this is the first place to check. If it's already on the list, you'll see a workaround (when one's available) and our latest update. If it's not, the floating Report button at the bottom of every authed page sends us a bug report with a screenshot + your browser state.

You can subscribe to any issue — we'll email you when its status changes (e.g. from "Investigating" to "Fixed").

In-app banners

When an active known issue tags a surface you're on, an inline banner appears above the page content with the tracker code, status, and a link to the detail page. The point is to surface the issue BEFORE you spend 15 minutes thinking the bug is something you misconfigured.

Banners disappear automatically when the issue is resolved.

Email is always open

For anything the four surfaces don't cover: [email protected]. We read every email; humans reply.