Support
Ema is committed to providing responsive and effective support so you can get the most out of the platform. Whether you have encountered an issue, need guidance, or want to share ideas for improvement, the support team is ready to assist.
How to Contact Support
Submit a request through the dedicated Helpdesk. After submission, the team will review your request and respond to the email address you provided. Follow-up questions may be sent to ensure the issue is fully understood.
Support Query Types
Ema handles three main types of support queries:
| Type | Description | When to Use |
|---|---|---|
| Technical Support | Assistance with installing, configuring, troubleshooting, or using Ema. | You need help setting up an integration, configuring an AI Employee, or resolving an operational issue. |
| Report a Bug | Report problems you are experiencing on the platform. | Something is not working as expected -- errors, incorrect behavior, UI issues. |
| Suggest a New Feature | Share an idea for a new feature or improvement. | You have a workflow need that is not currently supported, or you want to propose an enhancement. |
What to Include in a Support Request
Providing detailed information upfront helps the support team resolve your issue faster.
For Technical Issues and Bug Reports
| Item | Details |
|---|---|
| AI Employee name and ID | Which AI Employee is affected? Include the persona ID if available. |
| Environment | Which environment are you working in (e.g., customer.ema.co, demo.ema.co)? |
| Steps to reproduce | What actions lead to the issue? Be as specific as possible. |
| Expected behavior | What should have happened? |
| Actual behavior | What happened instead? Include error messages verbatim. |
| Screenshots or recordings | Visual evidence of the issue, if applicable. |
| Browser and OS | Which browser and operating system you are using. |
| Timestamp | When the issue occurred. This helps the team locate relevant logs. |
For Feature Requests
- Describe the use case or workflow you are trying to accomplish.
- Explain why existing features do not meet the need.
- Include examples or mockups if available.
Escalation Guidance
If your issue is urgent or has not been addressed within the expected timeframe, follow these escalation steps:
- Reply to your existing ticket in the Helpdesk with additional context or urgency details. Do not create a duplicate ticket.
- Contact your Ema account manager if you have one. They can escalate internally on your behalf.
- For production-blocking issues, indicate the severity and business impact in your ticket. The support team prioritizes based on impact.
Self-Service Resources
Before contacting support, check these resources:
- Common Failure Modes -- Known errors with documented resolutions.
- EmaFusion Setup -- Model configuration and capability mismatch troubleshooting.
- Governance, Access & Permissions -- Role and permission issues.
- Ema Trust Center -- Security certifications and compliance documentation.
Related Pages
- Common Failure Modes -- Error reference with root causes and fixes.
- Administration -- Workspace, user, and security management.