Support cases

Support cases are how you reach the LeanSignal team from inside the app — a threaded conversation per issue, kept with your tenant so anyone on your admin team can follow it.

The page lives under Settings → Support and is admin-only: opening cases and reading the conversation requires the admin role.

Open a case

1. Go to Settings → Support and click Open case.
2. Give the case a subject and describe the issue in the first message.
3. Submit — the case appears in the list as Open and the LeanSignal team is notified.

To help the team help you, include what you observed, when it happened, and what you expected — and if the issue is about missing data, note what the Logs / Metrics / Traces pages show under Stored vs. Available (that distinction answers half of all missing-data questions on its own — see the missing-data playbook).

A tenant can open at most 3 cases per day — group related questions into one case rather than opening several.

The conversation

Click a case to open its thread: messages between your team and LeanSignal Support, oldest first. Reply directly in the thread — every message records its author, so colleagues can pick up a case mid-conversation.

Case lifecycle

A case is Open or Closed. Support closes a case when it is resolved; replying to a closed case reopens it — there is no separate “reopen” step, and nothing stops you from continuing a conversation that turned out not to be finished.