## Video guide

Learn how to create and manage support cases in Bird. In this guide, you'll learn how to:

- Access the support center
- Create new support cases
- Manage multiple cases

## Step-by-Step guide

To raise a support ticket in Bird, start by clicking the **Help** icon in the bottom left corner of your Bird workspace. This opens the Help Center where you can access assistance and explore resources.

1.  **Click the Help icon**  
    In the bottom left corner of your Bird workspace, click the **Help** icon to access assistance and explore the Help Center.
2.  **Select Support**  
    Choose **Support** to raise a ticket with a member of the Bird support team.
3.  **Create a new ticket**  
    Click **Create Ticket** in the top right-hand corner.
4.  **Choose the product**  
    From the **Product** dropdown, select the product that needs attention.

    > _Example: Select **Campaigns** for issues related to your marketing campaigns._

5.  **Set the priority**  
    Open the **Priority** dropdown and choose how urgent your request is.

    > _For immediate issues, select **Priority 1 - Business Critical**._

6.  **Enter a subject**  
    Add a clear and concise **Subject** so the support team can quickly understand your issue.

    > _Example: "My campaign won’t send."_

7.  **Describe your issue**  
    Provide a detailed **Description** of the problem. The more context you give, the easier it will be for the team to help.
8.  **Attach supporting files**  
    Add any relevant attachments like screenshots, screen recordings, or videos to help illustrate the issue.
9.  **Submit your ticket**  
    Click **Submit** to send your request. Your ticket will now be created and assigned to a Customer Support representative.
10. **View your ticket**  
    Go to **Cases** to see your open support requests. Click on your ticket (e.g., _"My campaign won’t send"_) to track progress and view replies.
11. **Reply to your ticket**  
    In the ticket view, type your message in the **Write a reply** box. You can also add attachments like voice notes, screen recordings, or images.
12. **Send your reply**  
    Click **Send message** to submit your response and continue the conversation.
13. **Track ticket status**  
    Use the **Status** tab to monitor the progress of your ticket.

    > _Resolved tickets will show as "Resolved."_

14. **Close the case**  
    Once the issue is resolved, click **Close case** to mark it as complete.
15. **Visit the Support Center**  
    Return to the **Support Center** anytime to track issues, raise new tickets, or provide product feedback.