Getting support
Reach the Spark team when you need a hand.
When something is not working and Common issues did not cover it, Spark gives you a direct line to the team. This page explains where to find help inside the app and what to include so it gets resolved quickly.
Reach the Spark team
Open Support from the Resources group on the Home tab. The Support page lists how to get in touch, the current platform status, and the hours during which the team is available.
You can reach support by email at the address shown on that page. Availability is limited to normal business hours, so responses to messages sent outside those hours arrive on the next business day.
Check platform status first
The Support page also shows a Platform Status indicator. If it reports anything other than normal operation, a problem you are seeing may be part of a known incident rather than something specific to your account, and there may be nothing to fix on your side.
What to include when you report an issue
A good report is faster to resolve. Before you reach out, gather:
| Detail | Why it helps |
|---|---|
| Workspace name | Confirms which isolated tenant the issue is in |
| What you expected versus what happened | Separates a bug from a misunderstanding |
| Steps to reproduce | Lets the team see it themselves |
| Screenshot or the exact time it occurred | Points to the relevant logs |
If the issue involves a workflow, note whether it was Active and whether it was waiting under Interventions. If it involves an agent, mention which agent and what you asked.
Try to reproduce the problem once before reporting it. Knowing whether it happens every time or only occasionally is one of the most useful things you can tell the team.
Try the docs before you wait
Many questions are answered faster in the documentation than by waiting for a reply. Good starting points:
- Quick start for the basics of getting productive
- Key concepts glossary for the vocabulary Spark uses
- Common issues for the fixes people need most