Troubleshooting
Getting help — Assist, tickets and response times
How to reach KODEO support, what KODEO Assist can and can't see, how tickets work, and how long a reply takes.
KODEO Assist
Assist answers questions about KODEO in seconds, in your language — Hindi, Hinglish and others work. It answers from this Help Center and cites the articles it used.
- It first looks for a Help article that answers you, then an earlier answer to the same question — only then does it ask the AI.
- Signed in, it can check your plan, usage, roles and security settings — but only if you allow it, and each check shows as a chip. Never your email, files, code or secrets. Change this in Settings → Privacy & AI.
- It can suggest actions (like opening Billing), but you click them — it never does anything by itself.
- It doesn't help with writing or fixing code; it's support for KODEO itself.
- Answers are written by DeepSeek (servers in China). Email addresses, phone numbers and anything shaped like a secret are removed from your question first.
There's a daily limit on AI questions (answers from the Help Center don't count): visitors 10, Free 25, Pro 100, Team 60 per seat shared by the team.
Tickets
For anything Assist can't solve, open a ticket from /support/new, Assist's Tickets tab, or Support in the app. Attach screenshots or logs and a browser check.
- Signed in: follow it in Support, with replies in the app, by email and by push.
- Not signed in: confirm your email with a code, and we email you a private link to the ticket. If you later sign up with that email, the ticket moves into your account.
Tickets move through Received → In progress → Waiting on you → Solved → Closed. You can reopen a solved or closed ticket for 14 days by replying, and rate the answer.
How long a reply takes
Business hours are Monday–Saturday, 10:00–19:00 India time.
| First reply, usually within | |
|---|---|
| Free | 2 business days |
| Pro and Team | 1 business day |
| Urgent (Pro and Team) | the same business day |
| Security reports (everyone) | the same business day |
support@kodeo.website — include your ticket number if you have one. Security reports: security@kodeo.website.
KODEO staff will never ask for your password, sign-in codes or backup codes, and can't change your account's email or two-factor from a ticket — use the account's own recovery steps.
Still have a question about this?
Assist answers from this article — in any language.
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