Contact Support

The Contact Support feature provides a direct communication channel with the CCTV Design Tool support team through an integrated chat interface. This full-screen modal allows you to send messages, attach screenshots, include project data for troubleshooting, and view your conversation history with the support team. The interface displays messages in a chat-like format, making it easy to track ongoing support conversations and get help when you need it.

When to use this

• When you encounter technical issues or bugs that need assistance
• When you have questions about features or how to use specific functionality
• When you need help troubleshooting problems with your projects
• When you want to report missing cameras or devices in the catalog
• When you need to share project data or screenshots to help support understand your issue

Opening Contact Support

To access the Contact Support interface:

1. Click on the Support button in the left toolbar.
2. The Contact Support modal will open in full-screen mode.

If you're not logged in, you'll need to provide your email address. Logged-in users will have their email automatically filled in.

Message history

The Contact Support interface displays your conversation history with the support team:

• Message List – All previous messages are shown in chronological order
• Message Types – Messages are clearly labeled as either from "Support" or from "Me"
• Timestamps – Each message displays when it was sent
• Screenshots – If screenshots were included in previous messages, they appear as thumbnails

Viewing screenshots

Screenshots attached to messages appear as clickable thumbnails:

• Click on a thumbnail to view the full-size image in a modal overlay
• Press ESC or click outside the image to close the full-size view
• Screenshots help support understand visual issues or provide context

Composing a message

The message composition area is located at the bottom of the Contact Support interface.

Attaching screenshots

You can attach screenshots to help illustrate your issue:

1. Click the Screenshot button (image icon) in the compose footer
2. Select an image file from your device
3. The button will change to show "Attached" when a screenshot is selected
4. The screenshot will be included when you send the message

Screenshot requirements:

• File type – Only image files are accepted (JPG, PNG, GIF, etc.)
• File size – Maximum 5MB per screenshot

Including project data

You can include your current project data to help support understand your issue:

• Checkbox option – Enable "Project Data" checkbox in the compose footer
• What's included – When checked, your current project's configuration and data are automatically attached
• When to use – Include project data when reporting issues specific to your project setup

This is particularly useful when:

• Reporting bugs that occur with specific project configurations
• Troubleshooting issues that seem project-related
• Requesting help with project-specific features

Keyboard shortcut

You can send messages quickly using a keyboard shortcut:

• Ctrl+Enter (Windows/Linux) or Cmd+Enter (Mac) – Sends the message immediately
• A hint is displayed in the compose footer showing this shortcut

Best practices for contacting support

To get the best help from support, include:

1. Clear description – Describe your issue or question clearly and concisely
2. Steps to reproduce – If reporting a bug, include steps to reproduce the issue
3. Screenshots – Visual evidence helps support understand the problem quickly
4. Project data – Include project data when the issue is project-specific
5. Context – Mention what you were trying to accomplish when the issue occurred
6. Browser and system info – If relevant, mention your browser and operating system

Tips

• Use screenshots liberally—they provide visual context that text alone cannot convey
• Include project data when reporting project-specific issues to help support reproduce the problem
• Be specific in your messages—clear descriptions lead to faster resolution
• If you're reporting a bug, include steps to reproduce it so support can verify the issue

Related topics

• User Profile

• Quick Start

• App Settings