# Getting help

> The assistant, human support, and what to include so the first reply is the useful one.

Source: https://docs.santara.ai/help/support/

## Three places, in order

1. **[Ask Santara](/help/assistant/)** — in-product, can read your workspace. Fastest for "what is
   the status of…" and "why is this listing not live".
2. **These docs** — every page is also [markdown](/help/for-ai-tools/) if you would rather read it
   in a tool.
3. **Human support** — from the same panel as the assistant, escalate to the Santara team. If you
   have been talking to the assistant, that conversation is carried over.

## What to include

Support replies are only as fast as the detail in the first message:

- **The workspace and property name.**
- **The reservation code** if it involves a stay.
- **The exact date**, not "last week".
- **What you expected and what happened.**
- **The channel**, if a channel is involved.

Messages sent from inside the product already carry your workspace, the screen you were on, and
your connection status — which is why it is worth using rather than email.

## Response times

Support is asynchronous. You get a notification when there is a reply, and the thread stays in the
product, so you do not have to keep a tab open waiting.

## Reporting something urgent

If a live listing is selling nights at the wrong price, or a channel has stopped taking bookings,
say so in the first line. That is treated differently from a question.

## Feature requests

Send them the same way. The ones that get built are the ones that arrive with the situation
attached — what you were trying to do, and what you did instead.