Support

Stuck on a run, a bill or listening data? Open a support ticket. We answer in the dashboard and by email.

Open a ticket

1. Open Support (https://lantfly.com/support), under Workspace in the sidebar.

2. Click New ticket and fill in the form:

   Field	Options
   Subject	Up to 200 characters
   Category	Billing, Run failure, Listening data, Account, Other
   Priority	Low, Medium (default), High, Urgent
   About	Optional: a run, actor or listening project of the account you are in. Pick from my recent ones, or choose Another one (paste its ID)
   Message	What happened, what you expected, and when it started

3. Click Open ticket.

tip

Linking the run, actor or project saves a round trip: we can open it directly. Copy an ID from the address bar of its page.

Follow a ticket

The ticket page shows the whole conversation and refreshes every 30 seconds. Replies from us are signed Support team. Write in Reply and click Send reply (or press Ctrl/⌘ + Enter).

Status	Meaning
Open	Waiting for us
In progress	Someone at support is on it
Waiting on you	We need something from you
Resolved	We think it is solved. Reply to reopen it
Closed	Finished. Click Reopen to write again

• Replying to a resolved or waiting ticket sets it back to open.
• You can Close ticket yourself at any time.
• A ticket where our last reply has gone unanswered for 7 days is closed automatically.
• You are notified (bell and email by default) when we reply or when a ticket is closed automatically. The notification does not include the reply: read it in the dashboard.

The list can be filtered by status (All tickets, Open, Resolved, Closed) and searched by ticket number or subject.

Tickets in an organization

Tickets belong to the account, not the person who opened them. Everyone in the organization with the right permission can follow the conversation:

Permission	Can
support.view	See every ticket of the account and its replies, and get reply notifications
support.manage	Open, reply to, close and reopen tickets

Owners and admins have both. Custom roles need them ticked. See Roles and permissions.

Tickets with the API

Open a ticket about a failed run

curl -X POST https://lantfly.com/api/v3/support/tickets \
  -H "Authorization: Bearer $LANTFLY_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Run fails at login step",
    "category": "run_failure",
    "priority": "high",
    "message": "Since this morning every run of my task fails after 2 minutes.",
    "reference_type": "run",
    "reference_id": "<run-id>"
  }'

Endpoint	What it does
GET /api/v3/support/tickets	List (status: open, resolved, closed; q; per_page up to 50)
POST /api/v3/support/tickets	Open a ticket. category: billing, run_failure, listening_data, account, other. priority: low, medium, high, urgent. reference_type: run, actor, listening_project
GET /api/v3/support/tickets/{id}	A ticket with its thread
POST /api/v3/support/tickets/{id}/messages	Reply: {"message": "…"}
POST /api/v3/support/tickets/{id}/close, …/reopen	Close or reopen

Limits: 10 new tickets and 20 replies per minute. A reference that is not a run, actor or project of the account answers 422. Read-only tokens and suspended workspaces can only read tickets.

Email

You can also write to [email protected], for example if you cannot sign in. Refund requests can go there too (see Billing).

Contact sales

For an Enterprise plan, an agency account or a custom offer, use Talk to sales at the bottom of the pricing page (or the Enterprise card on Billing). Tell us your name, work email, company, team size, what you are interested in (social listening, the crawl platform, agency, enterprise) and what you want to track or build. We get back to you within one business day.