Support cases and notifications
Get private help and see real service notifications.
Updated
Support cases are private conversations between you and Wavemaker support. Notifications tell you when something you care about changes. Both live in Wavemaker, under Settings.
- Write
Say what you made and what happened.
- Preview
See exactly what support will receive.
- Submit
The case reaches the support inbox.
- Follow
Replies appear on the case and in your Inbox.
Open a support case
You need to be signed in with your personal account to open or read cases.
- Start from where the problem is. In a conversation, choose Contact support from the conversation menu. On any Help page, on a Library item or on Service status, choose Contact support. Or open Settings › Support and choose Contact support.
- Under Your message, say what you were making, what you expected and what happened. Use 3 to 2,000 characters.
- Open Origin included with this case to see where the case was started from, such as the conversation.
- Under Add diagnostics · optional, helps support find your work, tick any diagnostics you want to share.
- Choose Preview case. Nothing is sent until you submit.
- Read the preview. It is exactly what support will receive: your message and the exact context and diagnostics.
- Choose Submit support case, or Edit case to change it first.
Check that it worked
After you submit, Wavemaker opens the case and shows Support case saved. The case's Delivery reads Delivered to the support inbox. Delivered means the case reached the support inbox. It does not mean someone has read or resolved it yet.
What to include
Starting from a conversation fills in its context, so support can find your work without you copying anything.
| Diagnostic | What it shares |
|---|---|
| Conversation revision | Which saved version of the conversation you were looking at. |
| Job state | The state of the job the case started from. |
| Public job error code | That job's error code, when it has one. |
| Library item reference | The Library item the case started from. |
Only diagnostics that apply to where you started are offered. Prompts, graphs, media, credentials and raw errors are not collected automatically. If you want support to see a file or a prompt, say where it is in your message.
In a conversation, Technical details in the conversation panel also shows the conversation and latest request IDs with Copy, Download record (JSON) for your own records, and Share with support, which starts a case from that conversation.
What is refused
Wavemaker checks your message before it saves the case. A case is refused, with Remove credentials and private source paths before submitting, when it contains:
- A secret key that starts with
sk-, or a GitHub token. - A link with a signature or token in it, such as a signed download link, or a link with a user name in it.
- A private file path, such as one starting with
/Users/or/home/, afile://link, or a Windows drive path.
This check is conservative and cannot catch everything. A password typed as plain text is not detected, so remove it yourself.
If submitting is interrupted
If the connection drops while you submit, the case shows Submission was not confirmed. Retry with the same reference, or check Your cases. Choose Retry same submission. The retry uses the same submission reference, so it confirms the original case and never creates a second one. Your draft is kept in this browser tab until the case is confirmed, and Settings › Support offers Resume pending submission.
If the diagnostics you chose changed in the meantime, for example the conversation moved on, Wavemaker asks you to preview again.
Follow your case
Settings › Support lists Your cases, newest first, named by the opening words of your message.
| Column | Values |
|---|---|
| State | Open, Received or Resolved. Inside a case, Received reads Acknowledged by support. |
| Delivery | Delivered to the support inbox, Delivery pending or Delivery failed |
| Submitted | The date you submitted it |
Open a case to see your original message, the context you shared, and Responses and case history. Each entry shows who acted (You or Support), the time and the case state. When support replies, the reply appears there and a notice arrives in your Inbox.
If a case shows Delivery failed, choose Retry inbox delivery. It delivers the same case again; it does not create a new one.
Support staff need current support authority to reply, and every staff change to a case is audited. Notes staff keep for their own investigation are never shown on your case.
Read your notifications
Open Settings › Inbox. You need to be signed in with your personal account. Each notification shows its kind, when it arrived and, until you read it, Unread. Notifications about your work can show a small picture of what was made.
- Choose a notification to open what it is about.
- Choose Mark read on one, or Mark all read to mark every notification read.
- Switch between All notifications and Unread only.
- The Inbox shows how many notifications are unread.
Opening a notification takes you to the original only if you can still see it. A notification never grants access to something hidden, revoked or deleted; in that case it reads This notification’s target is unavailable. Notices from people you have muted or blocked are hidden.
Kinds of notifications
| Kind | Notifications |
|---|---|
| Creation | Creation completed, Creation failed and Creation was cancelled, one for each job in the workspace (media, edits and code runs), sent to every member with access to the workspace's resources. Opening one shows the result and links to its files. |
| Community | A new comment on your public work, Someone replied to your comment, You were mentioned in a comment, Someone followed your profile and A followed creator updated a public item. |
| Account | Support replied to your case, Your data export is ready, A report or appeal has an update and Account security updated. |
Choose what reaches your Inbox
- Open Settings › Notifications.
- Switch each category on or off: Community replies, mentions, follows and public item updates, Creation completed or failed, and Sales and acquisitions.
Sales and acquisitions is for notices about items you published; Wavemaker does not send sale notices yet. Each switch saves as you go. Account notices, including security changes and support replies, are not optional: the page says Security and billing notices always reach you. Turning a category off hides its notices from your Inbox; turning it back on shows them again. Your read state and preferences are yours alone, not the workspace's. If a change could not be confirmed, Retry saved change sends the same change again.
What Wavemaker emails
Inbox notifications appear only in Wavemaker. Email notifications, digests and notification webhooks are not set up, so none are sent. Support replies are not emailed either.
Wavemaker does send these emails:
| When | |
|---|---|
| Sign-in codes, email verification, password resets, confirming a new email address | When you ask for them. These are security email. |
| Workspace invitation | When a workspace owner or admin invites you and your account has a verified email address. It links to the invitation and says when it expires. Without a verified address, the invitation appears only in Wavemaker. |
| Starter credits reminder | Once, if some of your starter credits are still unused 10 days after they were granted and have not expired. |
| Receipts and updates for a content removal request | When you file a removal request or counter-notice, and when its state changes. |
Optional emails (invitations and the starter credits reminder) include a one-click unsubscribe link; security email does not. Developers who need workspace events in their own systems can use webhooks. See Integration guide.
Product updates
The public changelog lists Wavemaker's product updates, newest first. It also has an RSS feed at /changelog.xml.