This article explains how to contact SmartAI Support, report an issue, and access the training options available to you. Whether you're stuck on a workflow or want to build your product knowledge, our Support and Training teams are ready to help.
SmartAI provides 24/5 support, ensuring assistance in your time zone. You can contact us directly inside SmartAI using the in-app messenger, or book training to get the most out of the system.
⚠️ Important: You can still view existing support cases in the legacy Support Portal, but all new support requests must be submitted through the in-app messenger inside SmartAI.
Contact SmartAI Support and Book Training
Access Support Inside SmartAI
Click your profile picture in the top-right corner of the screen.
Choose one of the following options:
Help Centre — Browse articles and guides on how to use SmartAI.
Contact Support — Send a message directly to the Support team.
⚠️ Important: All new support requests are now created from the in-app messenger inside SmartAI. You can no longer raise new cases via the external Support Portal.
🤓 Tip: For best results, include clear details and screenshots when describing your issue.
Contact Support
For quick questions not covered in the Help Centre, use the Contact Support feature to send us a message.
Click the chat button at the bottom-right of the screen to open the chat box. From here you can send a message, paste text, attach images, or include links that describe your issue.
Use the tabs inside the messenger to navigate:
Home — Reach out to our AI Agent or the Support team, and track the latest system update articles.
Messages — Review your previous conversations.
Tickets — Track your open support tickets.
Help — Find help articles.
📌 Note: If the response from the AI Assistant doesn't resolve your query, type 'speak to a person', 'talk to the team', or a similar phrase so the Assistant can connect you directly with our Support team.
Use the Help Centre
Use the search bar to find specific topics.
Report an Issue
If you encounter a technical problem:
Click the chatbot icon at the bottom-left of your screen, then select I want to report an Issue.
Include details, screenshots, or logs to help our team resolve your issue faster.
Business Impact Guide
Support requests are prioritised based on business impact:
Priority | Description |
P1 (Critical) | The system is not available. |
P2 (Major) | A major feature has stopped working. |
P3 (Moderate) | A feature is not working as expected. |
P4 (Limited) | A question or minor error. |
Book Training
SmartAI offers a variety of training options to help you get the most from the system.
Webinar Portal
Watch on-demand webinars covering workflows, searching, analytics, and more.
Register for Webinars.
Private Training
Private training courses offer hands-on, best-practice learning tailored for your team and scheduled at your convenience. Pricing varies based on training scope and requirements.
On-Site Training
On-site classroom and workshop sessions are available for customers in the UK and Sydney/Melbourne. Training includes:
Superuser best practices.
Analytics and search workshops.
Q&A sessions.
Share Feedback
We regularly send Net Promoter Surveys to collect customer feedback. When you see an in-app pop-up, please take a moment to share your experience — your input helps us improve SmartAI.
Submit Product Ideas
If a feature isn't available yet:
Visit the Ideas Board to vote for an existing idea.
Use the Feature Request Form to submit a new idea.
The Product Team reviews requests quarterly, and highly voted ideas may be added to the roadmap. You can also stay up to date via our Release Notes.