Support Tickets
Anyone can open a support ticket on Cresard, no account required. Each ticket gets a unique, private link that only you receive. Conversations update in real time as the Cresard team responds.
Opening a support ticket
To start a support conversation, go to /help/ticket/new. No account or prior registration is required. You only need to provide:
Your name
So we know what to call you in the conversation.
Your email
Where we send your secure access link.
Your message
Describe the issue or question clearly.
Step-by-step
- 1
Enter your name and email
The first screen asks for your name and email address. These are used to identify you in the conversation and to send you the secure ticket link.
- 2
Write your message
Describe your question or issue in as much detail as possible. The more context you provide, the faster and more accurately the team can respond.
- 3
Submit the ticket
Click Send. The ticket is created instantly and you will receive a confirmation email.
- 4
Check your email
Your email contains a secure link to your ticket conversation. Bookmark or save this link: it is the only way to access your specific ticket.
- 5
Continue the conversation
When the Cresard team replies, your ticket page updates in real time. You can reply directly on the page.
Your secure ticket link
After submitting a ticket, you receive an email containing a link that looks like this:
Example ticket URL
https://cresard.com/help/ticket/a3f9b1c2d4e5f6a7b8c9d0e1f2a3b4c5d6e7f8a9b0c1d2e3f4a5b6c7
The long string at the end is a randomly generated 48-character token. This token has no connection to your email address or any personal information. It is a purely random identifier. Anyone who has this URL can view the conversation, so treat it like a password.
Why a token instead of email?
- Your email address does not appear in the URL, so it cannot be leaked via server logs, browser history, or shared links.
- The 48-character random token is computationally infeasible to guess or brute-force.
- You can share the link with a colleague without exposing your email address.
Save your ticket link. If you lose it, use the "Resend access link" feature described below to have it resent to your email address.
Lost your ticket link?
If you cannot find your original confirmation email, every ticket page has a "Resend access link" option. To use it:
- 1
Go to the ticket page
Navigate to
/help/ticket/[your-ticket-id]. Even without the token, your ticket ID may be in a previous email subject line. - 2
Click "Resend access link"
Find the resend option on the ticket page and click it.
- 3
Enter your email
Enter the email address you used when opening the ticket.
- 4
Check your inbox
A new email with your secure ticket link will be sent to that address.
Ticket conversation
Once on your ticket page, you will see the full conversation in a chat-style interface. Your messages appear on the right, and responses from the Cresard team (Alex) appear on the left.
How real-time updates work
The ticket page polls for new messages every 6 seconds. This means that when the Cresard team sends a reply, it will appear on your screen within 6 seconds, no need to refresh the page manually.
To reply in a conversation, type your message in the input at the bottom of the ticket page and click Send. Your reply is sent immediately and the Cresard team will be notified.
Confirmation email
When your ticket is first submitted, you receive an email confirmation that includes:
- A summary of the message you sent
- Your secure, private ticket link
- An estimated response timeframe
- Contact information in case you need to reach out via email
Response times
Tickets submitted outside support hours will be responded to on the next working day. For urgent issues, include "URGENT" in your message and the team will prioritise it.
Keep your ticket link private
Your secure ticket URL contains a 48-character token that grants access to the full conversation, including all messages, your name and your email address. Treat this link like a password.
Do not share your ticket URL publicly or forward the confirmation email to others. Anyone who has the link can read your entire support conversation. If you believe your link has been compromised, open a new ticket and let us know.
Best practices
- Bookmark the link in your private browser bookmarks, not a shared device.
- Do not post the link in team chats, shared docs, or public forums.
- If you need colleagues to follow up, ask them to open their own ticket.
- Cresard Community members can access tickets securely without using this URL at all.
Secure access via Community account
If you have a Cresard Community account with the same email you used to open the ticket, you can access your ticket securely without ever needing the shareable token URL. This is the recommended method for community members.
Sign into the Community Board
Verify your email at /community via magic link to start your session.
Navigate to your ticket
Visit your ticket page. Your community session is checked server-side.
Access granted, no token needed
Your community session email is matched against the ticket. If it matches, you're authenticated. The sharable URL token is never used.
The community session verification happens server-side. Even if someone else knows your ticket ID, they cannot view your ticket unless they are signed into a community account with the exact same email address. Learn more about the Community Board →