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When something in Haven is broken, erroring, or not doing what you expect, you can send a support ticket straight to the Haven team without leaving your dashboard. Tickets are private to you and Haven staff, you can attach screenshots, videos, or a quick screen recording, and you'll get an email every time Haven replies or the status changes.
This is different from the Feature Board (Feature Requests in the
sidebar), which is public and for ideas and votes. Use a support ticket when
something is wrong; use the Feature Board when you wish Haven did
something. You don't have to go there yourself: when you ask the assistant
for something Haven can't do yet, it checks the Feature Board first: if
another host already asked for the same thing, it tells you and offers to add
your vote and follow it for you; if something similar is there, it shows you
the link so you can decide. Otherwise it offers to file a feature request
for you. Say yes and it posts the request publicly on the Feature Board (or
follows an existing one that asks for the same thing), upvotes it, notifies
the Haven team, and follows it for you so you get an email the instant it
ships or its status changes. Other hosts can upvote and follow your request,
and you can follow theirs to track them the same way. The same offer is made
in the help-center chat when you're signed out — you'll be asked for an email
so Haven can tell you when it ships. Haven addresses most bug reports and
feature requests within 1–2 days.
Feature requests can carry screenshots and videos too. In Submit a Request and in any comment or reply on the board, paste an image (⌘V / Ctrl+V), drag files onto the box, or click Screenshot or video — up to 10 files on a new request and 5 per comment (images up to 25 MB, MP4/WebM/MOV videos up to 200 MB). They upload as you add them, show as thumbnails on the card (click one to open it full size), and everyone following the request gets them in the comment email: screenshots inline, videos as a Watch video link. Like the rest of the board, anything you attach is visible to every signed-in Haven user, so leave guest names and contact details out of the frame.
Only the title is required — if you're in a hurry, type the one line and send it. Haven still receives the page you were on, your browser, and a session-replay link automatically, and the team will ask on the ticket if they need more.
Drop image or video files onto the form, click browse, or paste a screenshot from your clipboard (⌘V on Mac, Ctrl+V on Windows). Up to 10 files; images up to 25 MB and videos (MP4, MOV, WebM) up to 200 MB.
Click Record your screen to capture a short video right in the browser (desktop Chrome, Edge, or Safari):
Recordings are capped at 5 minutes. On iPhone and iPad the browser can't record the screen, so the button is hidden — you can still attach a video you recorded with the device's own screen recorder.
Expand Included automatically to see exactly what's sent with your report: the page you were on, your browser and window size, your locale and timezone, and — when available — a link to a session replay of what you saw, so the team can reproduce the problem. If you opened the form from the assistant bar, your most recent exchange with the assistant is included too (untick the box to leave it out). This information is only visible to Haven staff.
You'll see Ticket #123 sent. You're automatically following the ticket, which means:
| Status | Meaning |
|---|---|
| Open | Received; waiting for the Haven team to pick it up. |
| Needs your reply | Haven asked you something — open the ticket and reply. |
| In progress | Haven is working on it. |
| Resolved | Haven believes it's fixed. Reply if it's still happening. |
| Closed | Done — no further action. |
Replying on a Resolved or Needs your reply ticket puts it back in front of the team automatically.
Open a ticket from Help → My support tickets and use Follow / Unfollow in its header. Unfollowing only stops the emails — you can still open the ticket and reply. Every Haven email also has an Unfollow link in the footer. If a teammate should see a ticket you filed, reply on the ticket and ask — Haven can add another Haven user as a watcher.
You can also ask the assistant bar things like "any update on my bug report?" or "what did Haven say about ticket 123?" — it reads your tickets and the thread for you.
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