Documentation/ Help inside the app/ Raising an issue with the assistant
Raising an issue with the assistant
Support is reached by talking to the assistant first. If it can settle the matter, it is settled there. If it cannot, it drafts the ticket with you, shows it to you, and sends it only once you say so. There is no form to complete and no ticket button.
Side menu › Help › Dijit IA (Beta)
On this page
From a problem to a ticket
- Describe the problem in plain words. "Invoice 2026-1180 will not consolidate with its delivery notes" does the job. There is no category to choose.
- The assistant tries to settle it. Often it stops here: there is a known reason, and it either explains it or links the page of the documentation that sets it out.
- If that does not settle it, it asks for what is missing. By talking, not with a form.
- It drafts the ticket inside the chat itself, subject and description, for you to read.
- It asks you to confirm. Your "yes" — simply your next message — is what sends the ticket to support.
A ticket is never sent behind your back. Without your confirmation nothing goes out; the conversation stays open and you can pick it up later.
The details it will ask for
They are the same ones the old form needed, except that now the assistant asks, and only for what it is missing:
- The document's reference, from the list's ID column. If the same error affects several, you can give several.
- The date and time of the attempt.
- The message word for word as the application showed it.
- The document type and the list you were working from.
- The amounts, when the problem is figures that do not add up.
Giving them in the first message saves a round trip, but it is not required: if they are missing, it asks.
One ticket, one problem. If you have several separate matters, start a new conversation for each: that way each ticket is tracked on its own and the replies do not get mixed up.
The confirmation is yours
The draft can be corrected before you confirm. If the subject does not capture the problem, or a detail is missing, say so in the chat: the assistant rewrites it and asks again. The confirmation has to be explicit, and it is the only signal that sends the email to support.
Attaching files
The paperclip button, to the left of the message box, uploads screenshots or the document itself. The rules:
| Rule | Detail |
|---|---|
| You have to have written first | Attachments are added to a conversation that has already started. With the chat empty, the paperclip tells you to write first. |
| Up to 5 files per conversation | From the sixth on, the application says so and does not upload it. |
| 10 MB per file at most | Anything heavier has to be trimmed down or sent by email. |
| Formats accepted | PDF, Word, Excel, images (PNG, JPG, GIF), text and CSV. |
Each uploaded file appears in the thread as "Attached: file name", so you can see at a glance what you have sent. There is no need to tell the assistant: your next message already accounts for it.
Files attached here are not filed in the application and do not show up in your document lists: they travel with the ticket email if the conversation ends in a ticket, and are otherwise discarded shortly after. To bring a document into Dijit.app it has to be uploaded the usual way, set out in Uploading documents.
What happens next
Once it is sent, the conversation moves to Sent to support and the chat says so: the team replies by email. The conversation is not deleted; it stays in the history with that status, and serves as a record of what was said.
The direct route by email
You can still write straight to soporte@dijit.app. That is the alternative when you cannot sign in, when the assistant is not answering, or for commercial and billing matters, which are not technical issues.
Things that come up
| What happens | Why | What to do |
|---|---|---|
| "Write to the assistant first: attachments are added to a conversation that has already started" | The paperclip was used with the chat empty. | Send the first message, then attach. |
| "Only 5 files can be attached per conversation" | The ceiling has been reached. | Send the rest by email, or open a separate conversation if it is a separate matter. |
| "Each file must be under 10 MB" | The file is too large. | Send only the pages that matter, or a screenshot instead of the whole PDF. |
| The assistant will not treat something as settled when it is | It is missing information to close it off. | Say so in the chat. Where no ticket is needed, it does not draft one. |
| A user has to be added, changed or removed | That used to be a channel of its own; now it is asked for in the same chat. | Ask the assistant, which handles it like any other request to support. |