Get support

If you are a Sorena customer, start at Help in the app. Use Get Help for support options. If the report tool is available, use it to describe the issue and attach a screenshot, then follow the request under My Feedback.

If you are not a customer, cannot sign in, or cannot access the report tool, email support@sorena.io.

Send an issue from the appCopy Anchor Link

The report tool and My Feedback require the workspace's Platform and Customer Support features. If either is missing, use the contact option on Get Help or email support.

1. Open the report tool in the lower-right corner of the app while the problem is visible.
2. Capture the issue if a screenshot would help, then review the image before sending it.
3. In Send feedback, enter a short title, explain what happened, and choose the category and priority that fit the issue.
4. Review the Environment information, including the page address. Remove sensitive details from your description and screenshot.
5. Submit the feedback and wait for confirmation before closing the dialog.

If sending fails, keep your description and retry after checking the message. Do not repeatedly submit the same issue while a request is still sending.

Follow a request and replyCopy Anchor Link

Open Help and choose My Feedback in the workspace where you submitted the issue. Search feedback or filter by status, category, and priority. Clear those filters if an expected request is missing, and use Previous and Next to check other pages.

Open the request to read its description, replies, attachments, and activity. Open, In Progress, and Closed show its current status. Add a reply with the new information support needs, use Add Image for an image attachment, check Preview if needed, then choose Send. You can also send with Command+Enter on Mac or Ctrl+Enter elsewhere. Wait for the reply to appear before leaving.

The person who created the feedback can change its status. Use Change status when the issue is resolved or needs to be reopened. Replying, editing, sharing, and deleting depend on your access to that feedback; a workspace role alone does not guarantee every control.

Use Share feedback only with people or teams who should see the report and its attachments. Review their permissions before saving. To remove a request you created, open More actions, choose the delete action, and read the confirmation. Delete permanently removes the feedback, all replies, and attachments and cannot be undone. Close a resolved issue if you need to keep its conversation.

Describe the issueCopy Anchor Link

To help us understand the issue, include:

• What you were trying to finish and which page you were on.
• What you expected and what happened instead.
• The workspace name, if relevant.
• The time it happened, including your time zone.
• The message shown and the steps you already tried.

Review screenshots before sending them. Remove private document text, personal information, repository details, and anything else your team should not share. Do not send passwords, magic links, invitation links, access tokens, or secret values.

For a GitHub issue, give the section and status shown in Sorena. Avoid copying a filtered GitHub page address: it can contain private search terms. An organization owner may need to review the installation on GitHub.