Use Support to ask Sentinel Support for help. Every plan includes it; the plan sets the target reply time (see Accounts, roles, and plans). Every signed-in account can use it, whatever its organisation role, including an account that has not finished setup. You do not need another permission.

A ticket belongs to the person who created it. Other members of your organisation do not see it. Sentinel Support may keep internal notes you don't see.

Sentinel Support can also open a ticket for you, for example after a phone call or when it notices a problem with one of your sites. You get an email headed Sentinel Support opened a request for you, and the ticket appears in your Support list like one you created. Its first message is from Sentinel Support, and you can reply to it as usual. It is private to you, and only for an organisation you belong to.

Support also has a Knowledge base of articles written by Sentinel Support. See Knowledge base below.

The Get help page brings these together: search the knowledge base, ask the assistant where it is available, or open a ticket. See Get help below.

Support isn't available yet

Support is switched on for the whole service at once. Until it is, the Help panel in the top bar shows no Support group, no Support link on the setup screens and no Get help with this site button. A Support link, including one from the website or an email, opens a page that says Support isn't available yet, with a link to the public Contact page. Use the Contact page to reach Sentinel in the meantime. If Support is switched off again later, your tickets and their messages are kept and come back when it returns; any bell entries for them are hidden until then.

Open Support

Dashboard top bar: select Help (the question-mark button) in the top bar. The Help panel lists Ask the assistant first, where the assistant is available to you (see Ask the assistant), then Search help, settings and sites, then For this page (knowledge base articles for the page you are on), then a Support group with My tickets (/app/support), New ticket (/app/support/new) and Send feedback while the beta is on, then a Learn group with User guide, which opens the public help in a new tab, Take the tour and What's new. The ticket list and the knowledge base lead to Get help and the knowledge base. The Help button is the same on a phone and with the sidebar collapsed.
Setup screens: while you are still creating an organisation or adding a first site, use Support in the page header; it opens your tickets, with Create ticket there. You can raise a ticket before setup is finished. If you have not created an organisation yet, the ticket belongs to your account and shows No organisation yet; otherwise it uses your new organisation.
A site page: select Get help with this site. The form opens with that site's organisation and the site already chosen. When the knowledge base is available, the button first opens a help panel on the site page instead; see Get help with a site below.
The public website: when account services are available, the website navigation has Support. The footer has a Support column with Create a ticket and Browse your tickets. The Contact page has the same two links in its Support card. The Send feedback link in the Beta and release cadence block on the Home and Pricing pages opens the ticket form with Feedback or idea chosen. They are plain links to the dashboard pages above, and they do not appear while account services are unavailable or before Support is switched on.
An emailed link: a link in a support email opens the ticket.

If you are not signed in, the dashboard asks you to sign in and then returns you to the page you linked to, also for emailed links. If your session ends while a Support page is open, the page says Your sign-in has expired. Select Sign in again; you come back to the same page.

Get help

Get help (/app/support/help) is a page inside Support. Reach it from the Still need help? links in the knowledge base, or by its address. It needs Support tickets to be available, like the other ticket pages. Every signed-in member can open it, on every plan and in every organisation role. Its first line says what you can do on it: find an answer, ask the assistant, or write to Sentinel Support, leaving out what is not available to you.

Search the knowledge base: shown only while the knowledge base is available. Type your question. After a short pause, the three best matching articles appear under the box, each with its title and a short summary. Select one to read it. Select See all N results, or press Enter, to open the knowledge base with the same words. If nothing matches, the page says No articles found. Try other words, or open a ticket below.
Still need help? (How can we help? while the knowledge base is off) shows your ways to reach us:
- Open a ticket (green card): opens the ticket form (/app/support/new). See Create a ticket below. Sentinel Support replies by email and on the ticket.
- Ask the AI assistant (blue card with Start a chat): opens the assistant panel. It appears only where the assistant is available to you and your organisation. Without it, you see the Open a ticket card only.

A platform administrator viewing your dashboard as you does not see the assistant row or card.

Links that already know what you need still open the ticket form directly, without this page: Create ticket on Browse tickets and on an empty list, Get help with this site on a site page, Send feedback, New related ticket, and the assistant's ticket draft.

Knowledge base

The knowledge base holds answers from Sentinel Support to common questions. Every signed-in account can read it, on every plan and in every organisation role. Open an article from For this page in the Help panel, or open the knowledge base itself at /app/support/knowledge-base, also from the Support pages. If Support tickets are not available but the knowledge base is, the Help panel still shows For this page and User guide.

The knowledge base may not be available yet. Until it is, there is no For this page list in the Help panel, no suggested articles on the ticket form, and a knowledge base link opens a page that says The knowledge base isn't available yet. Support tickets work as described in this section either way.

Search and browse

Search the knowledge base: results appear as you type, after a short pause. Press Enter to search straight away. Each result shows the title, a short extract with your words highlighted, and the date it was last updated. Use the arrow keys to move through the results and Escape to go back to the search box. Long result lists have Previous and Next. If nothing matches, the page says No articles found; try other words or select Clear search.
Browse by category: each category lists its folders and how many articles each holds. Select a folder to see its articles by title, 50 a page.
Your search is kept in the page address, so Back returns you to the same results.
Matching by meaning: where Sentinel has turned it on, search and suggested articles also find articles that use different words for the same thing, for example "my site stopped reporting" finds an article about a missing check-in. Short searches, module machine names and version numbers are matched by their exact words. If matching by meaning is slow or unavailable, you still get results matched by words. While it is on, your search text, the start of a ticket you are writing and, when our team looks for articles to answer your ticket, its subject and messages are sent to our provider, OpenAI, to compare meaning; see the Privacy Policy.
The trail at the top (Support > Knowledge base > category > folder) takes you back up.

If Sentinel Support has not published anything yet, the page says No articles yet.

Read an article

An article shows its title, a summary, Sentinel Support as the author and the date it was last updated. A longer article has On this page, a list of its sections: beside the article on a wide screen, or as a section you open above the text on a phone. Select a section to jump to it. Related articles are listed under the article when there are any.

If an article or folder has been removed or is no longer published, the page says Article not found or Folder not found, with Go to the knowledge base.

Was this helpful?

At the end of each article, select Yes or No. No opens an optional box, What was missing or unclear?, for up to 1,000 characters; select Send feedback, or Cancel. Sentinel Support reads your feedback to improve the article. Feedback does not create a ticket and gets no reply. You can change your answer later; the page shows what you said last ("You said this article was helpful."). If you send a lot of feedback in a short time, you are asked to try again later.

Still need help?

The knowledge base pages end with Still need help? and Get help while Support tickets are available. Get help opens the Get help page, where you can search again, ask the AI assistant when it is available to you, or open a ticket. From an article, a ticket you open from Get help names that article, so Sentinel Support sees which article you read. See Create a ticket below.