Feedback & Support
Feedback & Support is Loha's in-product support inbox. Use it to report a problem, ask for help, or share an idea. Each request becomes a case with a number (such as #1042), and the Loha team answers it in the same place.
A case belongs to you, the person who opened it. Other members of your workspace, including its owners and admins, can't see it.
Feedback & Support is switched on per deployment. When it is off, the speech-bubble icon in the top bar opens an external feedback form instead, and Feedback & Support doesn't appear in your account menu.
Open a case
You can start a request from any page:
- Click the speech-bubble icon (Feedback & Support) in the top bar. On a narrow screen it is in the More (⋮) menu.
- Under What is this about?, pick Report a problem, Get help, or Share feedback.
- Write a short Subject (up to 200 characters) and the Details (up to 10,000 characters): what you did, what happened, and what you expected.
- Click Send.
Loha opens the new case and confirms with "Case #… sent". If sending fails, the dialog keeps what you typed so you can try again.
You can also open the list of your cases from your profile menu (Feedback & Support) or from Account → Feedback & Support, and start a request there with New request.
Cases don't take file attachments. To show a screenshot, upload it somewhere you control and paste the link into the details. Links that start with http:// or https:// become clickable.
What is attached automatically
So you don't have to describe where you were, the dialog adds a little context to every new case. It tells you what it will send before you click Send ("We'll include: page …, your browser, workspace …"):
| Context | What it is |
|---|---|
| Page | The path of the page you were on, such as /acme/~/builds. The query string and anything after # are never sent. |
| Workspace | The workspace in the current page's address, if there is one. You must be a member of it. |
| Browser | Your browser's user-agent string. |
| App version | The version of the Loha dashboard you were using. |
| Language | The language the dashboard was showing (English or Thai). |
Nothing else is collected: no screenshot, no console log, and no build output unless you paste it in yourself. Don't paste secrets, tokens, or passwords into a case.
Follow a case
Account → Feedback & Support lists your cases on two tabs:
- Active: cases that are Open (with the Loha team) or Waiting for you (the team has replied and is waiting on your answer).
- Closed: cases you or the team have closed.
Open a case to see its thread. Your messages are labelled You and the team's replies Loha Support. Individual staff names are not shown.
How replies reach you
When Loha Support replies to or closes one of your cases:
- The notification bell shows "Loha Support replied to #…" or "#… was closed". Click it to go straight to the case.
- You also get an email, if your Loha deployment sends email. The email holds only a link to the case, never the message text, so read the reply in Loha.
There is no reply-by-email. To answer, open the case and use Send reply; the case goes back to Open.
Close or reopen a case
- Close case closes a case you no longer need help with.
- To reopen a closed case, reply to it ("Reply to reopen this case"). It moves back to Active.
Limits
- You can open up to 5 cases, and send up to 30 replies, in any 10 minutes. Past that, Loha asks you to wait a few minutes.
- Deleting your Loha account deletes your support cases too. See Deleting your account.