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Getting Help and Sending Feedback

By Trio Team · Updated

Screenshot of Getting Help and Sending Feedback

Trio gives you four ways to get help or tell the Trio team something: the help center, Ask Trio, support tickets and feedback.

Where to get help

Open Help & Support in the sidebar. It has these items:

  • Tools - free tools for studios, such as the tuition calculator. They open in a new tab.
  • Support - your studio's support tickets. Only owners and admins see it.
  • Send feedback - a short form for ideas and comments.
  • Help - this help center.

Ask Trio answers questions about how to use Trio and about your studio. Owners, admins, teachers and staff can use it on every plan. It can also fill in a feedback form or, for owners and admins on Pro and Max, a support ticket. You review it and send it yourself. Ask Trio prepares a form when you ask for one. It can also offer once, and prepares the form only if you agree. The form shows as a card under the answer, with Review & submit. To change the draft, tell Ask Trio what to change. See Ask Trio Assistant.

When you are signed in to your studio, the Get help section at the top of the help center links to Ask Trio and, for owners and admins, to Support tickets.

Support on each plan

PlanSupport
FreeThe help center and Ask Trio. No support tickets.
ProSupport tickets: 3 open at a time and 10 new tickets each month. Every ticket has Normal priority. The target for the first reply is one business day.
MaxNo ticket limit. You pick the priority: Normal, High or Urgent. The target for the first reply is 4 business hours for Urgent and one business day for Normal and High.

Only owners and admins open tickets. A ticket that is Resolved or Closed does not count toward the 3 open tickets on Pro. On Free, Support shows an upgrade card. To compare the plans, see Trio plans and your subscription.

Open a ticket

  1. In Help & Support, click Support, then New ticket.
  2. Write a Subject (3 to 120 characters).
  3. Choose a Category, such as Bug report, How do I…? or Billing & subscription.
  4. On Max, choose a Priority.
  5. In Details, describe the problem, what you expected and the steps that cause it.
  6. Under Attachments, add a screenshot or a file if it helps.
  7. Click Submit ticket.

You can also ask Ask Trio to prepare a ticket. Click Review & submit on its card: the New ticket page opens with the subject, category, priority and details filled in. On a phone, the Ask Trio panel closes so you can see the form. Check and change the fields, then submit. A ticket opened from Ask Trio has an Include this Ask Trio conversation box. It is not checked. Check it to let the Trio team read your conversation with Ask Trio.

Follow a ticket

Each ticket shows its status:

  • Open - the ticket is new.
  • Awaiting Trio - you replied, and the Trio team has your reply.
  • Response received - the Trio team replied. Read the reply and answer it.
  • Resolved - the Trio team marked the ticket as solved.
  • Closed - the ticket is finished.

To open a Resolved ticket again, reply to it within 14 days. Trio closes a Resolved ticket after 14 days. Trio also closes a ticket with Response received when you do not reply within 14 days of the last reply from the Trio team.

Click Close ticket to close a ticket now. A closed ticket stays closed. If you need help again, open a new ticket.

Send feedback

Every team member can send feedback, on every plan:

  1. In Help & Support, click Send feedback.
  2. Choose a Category: Product idea or feature request, General feedback or Other.
  3. Write your feedback (20 to 2,000 characters).
  4. Click Send feedback.

Ask Trio can also fill in the feedback form for you. A form opened from Ask Trio has an Include this Ask Trio conversation box. It is not checked. Check it to let the Trio team read your conversation with Ask Trio. After you send it, the card in Ask Trio shows "Sent. Thanks!" while the conversation stays on screen.

If the Ask Trio conversation is no longer available when you send a feedback form or a ticket, Trio says so and keeps what you wrote. Uncheck the box to send it without the conversation.

You can send feedback up to 5 times in 24 hours. Feedback is one-way: the Trio team reads it, but does not reply. For a problem that needs an answer, open a support ticket.

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