ParaCrux

Available Everyday · 5 min

Get help from support

Open a request from your account or the app, choose what to attach, and follow replies. It works with or without an active subscription.

Video in production

Until it is ready, this is the running order. Each step is also written out below, and you can try it in the simulator.

  1. Where

    Status bar Get help in the app; My account, Support on the website.

  2. Write it

    Summary, topic, details; Send request; the SUP reference.

  3. Attachments

    App attachments unticked; attach the agent session; review and edit; agree.

  4. Follow it

    Statuses; This solved my problem.

You need

  • A customer account

You'll come away with

  • Open a request with the right topic
  • Attach only what you choose to
  • Follow and close a request

Step by step

  1. Choose where

    On the website, open My account, Support, New request. In the app, choose Get help in the status bar at the bottom of the window. It is also in Crux Plus, and under Settings, General, Help & support.

  2. Connect the computer if it isn't activated

    An activated computer connects on its own. Otherwise, in My account choose Connect a computer, name it, and create a support connection code. Paste it into Get help within 15 minutes. The code is shown once and only works for support.

  3. Write the request

    Give a Short summary, pick a Topic and say what you need help with. Choose Send request. You get a reference starting SUP-.

    “Activation code rejected on a new laptop after returning my seat.”

  4. Choose what to attach

    From the app, the version and platform always go. Diagnostics, a kernel log excerpt, a viewport image and the current agent session are optional and unticked. The session report holds the selected design chat's conversation and tool outcomes, with secrets, local paths, emails and phone numbers replaced, and you can edit it. Review exactly what will be sent, then tick your agreement. CAD files are never attached automatically.

  5. Follow it through

    Requests move through Received, With support, Waiting for you, Resolved and Closed. Use This solved my problem, Reopen, or Ask for a person. A resolved request closes after 14 days.

Try it here.

Field names, topics and statuses are the app's own. The request, its reference and the reply are examples.

Desktop app · Get help simulated · step 1 of 5

  1. New request

    Short summary
    Activation code rejected on a new laptop
    Topic
    Activation or seats
    What do you need help with?
    I returned my seat on the old laptop, then…

    Illustration

What it won't do

  • There is no guaranteed response time.
  • On the website, add attachments after sending: PNG, JPEG, PDF, TXT, LOG, CSV, MD or JSON, up to 5 MB each. CAD documents are not accepted.
  • Emails about a request carry only its reference and a link, never the message text.
  • The app does not notify you of replies; choose Refresh or open the conversation.
  • Passwords, activation codes and card numbers are removed from what you write before it is saved.
  • Session and kernel excerpts together are capped at 20,000 characters, and a session report needs a design chat selected.
  • If Support does not appear in your account or app yet, email support@paracrux.com.

If you see a message

Covers: Support tickets. See the full index