# Getting help

Help sits at the bottom of the sidebar, in the section "Help". For a problem or an idea, use
"Give feedback". It is the one place in the app for feedback and bug reports.

| You want to… | Do this |
|---|---|
| Report a bug or share an idea | "Give feedback" |
| See what changed in dembrane | "What's new" |
| Read how something works | "Documentation" |
| Have someone from dembrane look inside your workspace | Allow [support access](#let-dembrane-staff-into-your-workspace) |
| Reach a person | Email support@dembrane.com |

When the sidebar is collapsed, the Help entries sit behind a question mark.

## Give feedback

1. Open the page where the problem shows. The page you are on is sent with your report.
2. Press "Give feedback" in the sidebar.
3. Describe what happened and what you expected. You can paste a screenshot into the text box,
   add up to 4 images with "Add images" (10 MB each), or use "Record a voice message". A voice
   message is turned into text that you can check before sending.
4. Press "Send feedback".

Your name and email go along with the report, so the team can follow up.

Two smaller ways to tell the team something:

- Rate a chat answer with "Good response" or "Poor response", and a finding in a presentation
  with "Good finding" or "Not a good finding".
- In a chat with [the assistant](./chat-and-ask.md) (Beta), ask it to pass a problem on. You
  see the step "Logging this with the dembrane team". This logs your request. It does not
  promise a reply, so write an email when you need an answer.

## What's new and Documentation

"What's new" opens the newest release note: what changed, sometimes with a video. It also
opens by itself once for each new release. "Go to previous release notes" lists the earlier
ones.

"Documentation" opens this site, docs.dembrane.com. With the interface in Dutch it opens the
Dutch start page.

## Email

Write to support@dembrane.com when you need a person to answer. It is also the address for
things that have no button in the dashboard:

- deleting an organisation
- moving the ownership of a workspace to someone else
- deleting your account, or getting a copy of your data
- talking about a paid plan (or use "Tell us what you need", see
  [tiers, billing and usage](./tiers-billing-and-usage.md))

Say which workspace and project it is about, what you did and what you expected.

## Let dembrane staff into your workspace

dembrane staff cannot read your projects by default. They reach a workspace only through a
support session that a workspace admin allows. You find the controls in the workspace's
"Settings", "General", below "Access".

There are two ways to allow it:

| | The switch | A request |
|---|---|---|
| How | You turn on "Allow dembrane staff to access this workspace for support" | Staff ask. You get a notification and an email, and press "Approve" or "Decline" under "Pending access requests" |
| What staff can do | Read only: projects, conversations, reports and usage | What a workspace admin can do, with the exceptions below |
| How long | Staff can join for as long as the switch is on | "Approve for 24 hours" |

A session you approved cannot invite people, manage members, change workspace settings, or
delete projects, reports or conversations. No support session can turn support access on,
approve a request, change who is in the workspace, share a project or delete the workspace.

How it ends:

- Every session ends by itself after 24 hours. Staff can join again, which starts a new 24
  hours and notifies you.
- When the last session ends, the switch turns itself off. You get a notification and an
  email.
- Turn the switch off yourself and every running session ends at once.
- If the switch stays on for 7 days and nobody from dembrane joined, you get a reminder.
- A request that nobody answers expires after 7 days.

Everything is listed under "Access history" in the same place, newest first, with the staff
member's name and the time. Staff in a support session do not appear under "Members" and take
no seat.

## Related

- [Staff support access](../../features/staff-support-access.md): the full reference.
- [Troubleshooting transcripts and summaries](./troubleshooting-transcripts-and-summaries.md):
  fix the most common problems yourself.
- [Chat & Ask](./chat-and-ask.md): what the assistant can do.
- [Account and settings](./account-and-settings.md): your own account.
- [Tiers, billing and usage](./tiers-billing-and-usage.md): plans and how to get one.
- [Notifications](../../features/notifications.md): what dembrane tells you, and where.