Support

Support gets you help from Domma without leaving your admin: our email, phone and hours are always to hand, and a request is a conversation with the Domma team. It is free, on every site.

What it does

• Shows the contact card: Domma's email, phone, hours and how quickly to expect an answer.
• Sends a request to the Domma team with your name, your site and its CMS version attached, and shows Domma's replies underneath it, newest at the bottom.
• Tells you when Domma replies, and lets you write back in the same request.
• Keeps a request safe if Domma cannot be reached, and sends it as soon as it can.

Getting started

1. Open Support from the admin sidebar.
2. Click Ask for help.
3. Pick What is it about?: I need help with something, Something is not working, Billing or my account, or Something else.
4. Type a Subject (one line) and your Message.
5. Choose Normal (we answer in order, usually within a working day) or Urgent (your site is down, or you cannot take orders, bookings or payments).
6. Optional: fill in Where - the screen or page it is about, for example "Pages" or /contact.
7. Optional: click Attach a file, or paste a screenshot straight into the message. Up to 3 files of 2 MB each: PNG, JPEG, GIF or WebP images, a PDF or a text file.
8. Click Send.

For something that is not working, say what you did, what you expected and what happened instead.

Screens

Requests

Each row shows the subject, when it was last written to, and a status:

Status	Meaning
Waiting on Domma	Domma has it and has not replied yet
Domma replied	There is a reply - it is your turn
Resolved	Finished. Writing again reopens it
Waiting to send	Domma could not be reached yet; it goes automatically

A dot on a row means a new reply. Click a row to read the conversation and Reply - you can attach files to a reply too. Files show under the message they came with; click one to open it. Only the Domma team sees them - they are never put in your Media library or on your website. Right-click a row (or use the row's menu) to Archive, Resolve or Remove it:

• Archive tidies a request away under Archived. It comes back by itself if Domma writes to it.
• Resolve closes it. You can still write to it, which reopens it.
• Remove takes it off your screen. Domma keeps its copy. Removing a request that has not reached Domma yet cancels it.

Not connected

If the screen offers the contact card only and says to email us, your site was not started by a Domma server, so there is nowhere to send a request to. Email or phone us instead.

Settings

Administrators see a Support settings cog in the banner. It has one setting, Check for replies every (minutes) - how often the site sends anything still waiting and looks for replies in the background (default 5). A change takes effect at once, no restart.

Opening the Support screen also sends anything waiting and checks for replies straight away. The contact card is set by Domma and arrives with the first sync.

Notifications

When Domma replies, you get an admin notification with the request's subject. The sidebar badge counts replies you have not opened; opening the request clears it. With nothing new, the badge shows how many requests are waiting on Domma.

Permissions and roles

In System > Roles, Support appears in the Plugins group:

Action	Label	Allows
support.send	Send	Ask Domma for help and see this site's requests
support.manage	Manage	Only used on the Domma server (see below)

Only the admin role has them by default. Everyone with Send sees every request the site has sent, not just their own.

On the Domma server

On the Domma server itself (the Manager), the same screen is the Inbox of every site's requests, for holders of Support > Manage:

• Filter by Open, Answered, Resolved, Archived or All, urgent first; search subject, text, person and site.
• Open a request to read the conversation (with any files the customer attached - one still on its way says so), Reply (the site sees it and is notified, and the person is emailed), Resolve, change its priority, and keep Internal notes (never sent to the site).
• Right-click a row to archive, resolve or Delete it. Archiving is Domma's own filing: the site does not see it, and a request comes out of the archive when the customer writes again.
• A new request or a customer's reply is emailed to the Domma support address, with the customer as Reply-To and [URGENT] in the subject when it is urgent.
• The Support settings cog sets the contact card every site shows (email, phone, opening hours, how fast you answer), the address new requests are emailed to, and how many messages one site may send in a window. Changes apply at once; each site gets the new card with its next sync.

Limitations

• Only sites started by a Domma server can send. A standalone install gets the contact card only.
• Up to 3 files per message, 2 MB each, and only images (PNG, JPEG, GIF, WebP), PDFs and text files. A message with files still needs a few words.
• Subjects are limited to 140 characters and messages to 8,000.
• The Domma server accepts up to 20 requests and replies from one site in 10 minutes. Any more show as Waiting to send and go later.
• You cannot edit or withdraw a message once sent. Write a follow-up instead.