Contact 10Seat support
You can message 10Seat support from inside the backoffice and the Host App, at any hour. The 10Seat assistant, an AI, answers first, usually within a minute; a colleague from the 10Seat team takes over whenever you need a person. Your conversations stay in the support panel, so you can follow up at any time.
Where to find it
- Chat bubble: the round support button ("Get support") in the bottom corner of every page, in both the backoffice and the Host App.
- Backoffice: Settings › Help & support › Contact support. A red number on the tile shows unread replies.
- Host App: Settings › Help & support tab › Open support chat.
What it does
- The panel opens with "How can the 10Seat team help?", an Ask a question button and Your conversations, with each conversation's status and last message.
- When you start a conversation, you pick a topic under What is this about?: Question, Something is broken, Feature request, Billing & subscription, Getting started or Other.
- Under "We'll include automatically" the panel shows what is attached: the page you're on, the location and account, and your device and recent app logs. This helps the team understand the problem without asking.
- Each conversation gets a reference such as TS-1234 and a status: New, Open, Waiting on customer, On hold, Solved or Closed.
- The first reply usually comes from the 10Seat assistant · AI, which answers from the 10Seat help articles. Three dots show while it is writing.
- When your question needs a person — billing, something only 10Seat staff can do, a possible bug, or anything the assistant can't answer — it passes the conversation to the team, and the panel says "A colleague from the 10Seat team will reply here."
- Talk to a person under the conversation passes it to the team straight away, whatever the assistant said.
- Replies from the team appear with the agent's name (or "10Seat support"). Once a person has replied, the assistant stays out of that conversation. Unread replies show as a number on the bubble and on the Settings tile.
How to contact support
- Click the chat bubble, or go to Settings › Help & support › Contact support.
- Click Ask a question.
- Pick a topic under What is this about?
- Describe what you need in "Describe what you need help with…". The more detail (date, reservation, guest name), the better.
- Press Enter or click the send button. Use Shift + Enter for a new line.
- To follow up, open the conversation under Your conversations and write in "Write a message…".
Good to know
- The assistant replies around the clock. The 10Seat team replies as soon as they can; there is no fixed reply time.
- The assistant is an AI: it explains how to do things in 10Seat, but it can't change anything in your account.
- Replying to a Solved or Closed conversation reopens it. You don't need to start a new one.
- You only see your own conversations, not those of colleagues.
- The bubble gets out of your way. It fades when you're not using it, moves up so it doesn't cover buttons or save bars, and hides while a pop-up window is open or you're dragging something. Move your pointer near the corner to wake it.
- Press Esc to close the panel.
Troubleshooting
"Too many tickets opened just now. Reply on an existing ticket instead." You opened 5 conversations within 5 minutes. Add your message to one of your open conversations, or wait a few minutes.
"Could not send your message. Please try again." A connection problem. Check your internet and try again. If the panel won't work at all, sign out and in again.
I can't see the chat bubble It's hidden while a pop-up is open or something is being dragged, and only shows when you're signed in. Close any open window, or use Settings › Help & support › Contact support.
The assistant's answer doesn't solve my problem Reply with what you tried and what happened, or press Talk to a person to pass the conversation to the team.
I see an unread number but can't find the reply Open the support panel and look under Your conversations for the conversation with a number badge.