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The in-app support portal lets you manage all of your support conversations without leaving Tella. You can view your ticket history, reply to open threads, attach files, and track the status of each request — all from one place.
You must be logged in to access the support portal. If you are not signed in, you will be redirected to the login page first.

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Opening the support portal

There are several ways to reach the support portal:
  • Help button — Click the ? button in the bottom-right corner of the screen, then select Support portal.
  • Settings menu — Open the settings menu, go to Help & support, and click Support portal.
  • Direct URL — Go to tella.tv/support.

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Viewing your tickets

The support portal shows all of your support threads in a list. Each row displays the ticket title, when it was created, and its current status. You can filter the list by status using the tabs at the top:
  • All — Every ticket you’ve submitted.
  • Open — Tickets that are being worked on.
  • Awaiting reply — Tickets where the Tella team is waiting for your response.
  • Resolved — Tickets that have been closed.
Tickets with a new reply from the Tella team are marked with a small indicator dot so you can spot them at a glance.

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Viewing a ticket

Click any ticket to see the full conversation timeline. The detail view includes:
  • The complete message history between you and the Tella support team.
  • Status changes (for example, when a ticket moves from Open to Resolved).
  • Any file attachments shared during the conversation.
  • The ticket’s priority, reference number, and who created it.
If a thread has a long history, click Load older messages at the bottom to see earlier entries.

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Downloading attachments

Click any attachment in the conversation to download it. Images open in a new browser tab.

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Replying to a ticket

Open tickets display a reply box at the bottom of the conversation. To reply:
  1. Type your message in the text field.
  2. Optionally attach files by clicking the paperclip icon or dragging files into the reply box.
  3. Click Send or press Cmd+Enter (Mac) / Ctrl+Enter (Windows/Linux).
You can send a reply with just text, just attachments, or both.

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Attachment limits

  • Supported formats: PNG, JPG, GIF, and WebP.
  • Maximum file size: 10 MB per file.
  • Maximum attachments: 5 per reply.

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Creating a new ticket

You can start a new support ticket from:
  • The New ticket button on the support portal page.
  • The AI assistant — click the mail icon in the chat to open the ticket form. Most in-app help entry points (such as the Help button, Get help links, and support shortcuts) open the AI assistant first.
When creating a ticket, choose a type:
  • Bug — Include a description of the issue, a link to the affected video, the recorder you were using, and optionally your device details. You can mark the ticket as urgent if the bug prevents you from using Tella.
  • Feedback — Share a suggestion or idea with the team.
  • Question — Ask a general question.
All ticket types support attaching screenshots. Browser and system information is automatically included to help the team investigate faster. If you already have open or awaiting-reply tickets when you submit a new one, Tella shows a prompt listing those existing tickets. This helps you avoid creating duplicates. From the prompt you can:
  • Click an existing ticket to open it and continue the conversation there. The description you typed is carried over as a draft reply so nothing is lost.
  • Click “Create a new ticket” to submit a separate ticket as usual.
If you have no open tickets, the new ticket is submitted immediately without the prompt.

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Resolved tickets

When a ticket is resolved, the reply box is replaced with a message confirming the ticket has been closed. If you still need help, click New ticket to open a fresh conversation.