Support & community
Two ways to get help, each with its own page under Support: private support tickets with the Aglyn team, and a community forum shared with other Aglyn builders.
Open Support from Organization → Support, or from Support in your account menu. It lands on whichever channel your plan makes primary — the forum on Free and Starter, tickets from Pro upward — and each page links to the other, so you always have both.
Support isn't part of a site collaborator's console. A ticket is a conversation between the organization and Aglyn — it isn't scoped to one site, and the thread is readable by the organization's team — so the console doesn't offer it to someone whose access stops at a single site.
Raise anything you run into with whoever invited you. They can open a ticket, and because tickets belong to the organization rather than to the person who filed them, any of their teammates can carry the thread on.
The community forum is on every plan, including Free. Private support tickets start on Pro — Free and Starter are forum-only tiers.
Each plan with tickets carries a first-response target, shown on the Support tickets page itself:
| Plan | Tier | First response |
|---|---|---|
| Free · Starter | Community | Forum only — no ticket channel |
| Pro | Standard | 7–14 business days |
| Business · Scale · Advanced | Business | 4–6 business days |
| Agency | Priority | 1–3 business days |
| Enterprise | Dedicated | 24–48 hours, plus a named success manager |
Enterprise is measured in clock hours rather than business days, so a ticket opened on Friday is still answered over the weekend. The target is the upper bound of the range, measured to our first reply — not to resolution. See Billing & plans.
Support tickets
At Organization → Support → Support tickets.
A ticket is a private conversation between your organization and Aglyn staff. Anyone in the organization can open one and follow the thread.
On Free and Starter this page explains where ticket support starts and points you at the forum instead — it never offers a New ticket button the server would refuse.
- Choose New ticket.
- Give it a Subject (up to 150 characters) and describe what's going on in the message body (up to 5,000 characters).
- Submit. The ticket appears in your list marked open, and Aglyn staff are notified immediately.
Open a ticket from the list to read the thread and reply. Each message shows who sent it, so a staff reply is always distinguishable from your own.
Ticket status
- open — with you or with Aglyn; new replies from either side keep it open.
- closed — resolved. Either side can close a ticket, and replying to a closed ticket reopens it automatically — you never need to file a duplicate to follow up on something you thought was finished.
Tickets belong to the organization, not to the person who opened them, so a teammate can pick up a thread while you're away. They stay in the list after closing as a record of what was asked and answered.
What to include
Support answers faster with the specifics: the site and screen involved, what you expected versus what happened, and the exact error text if there is one. If it's about billing, say which plan and which invoice.
Community forum
At Organization → Support → Community forum, and the page Free and Starter workspaces land on.
The forum is for questions other builders can answer, and for sharing what you've made. Threads are visible to everyone with forum access across all organizations — so don't post anything private (account details, customer data, keys). That's what a support ticket is for.
Threads are organized into four categories:
| Category | For |
|---|---|
| General | Anything that doesn't fit the others. |
| Building | How-to questions about designing and shipping sites. |
| Showcase | Show the site you built. |
| Feedback | Product feedback and feature requests. |
Filter the list by category, open a thread to read and reply, or start your own with a title and body (5,000 characters). Your display name and avatar are shown as the author.