In-app feedback vs filing a support ticket

NearbySpy gives you two ways to talk to the team about how the product is working. The in-app feedback widget is for quick observations and ideas. The support ticket form is for issues that need a reply, account changes, or a real conversation with a human. Choosing the right one gets you the right response faster.

When to use the in-app feedback widget

The feedback widget is meant to be lightweight. It is the right tool when you want to share a one-way observation with the product team and you are not blocked or waiting for an answer. Examples:

• "I would love a keyboard shortcut for marking an Operation complete."
• "This empty state on the Evidence tab is confusing."
• "The new search filter saved me a lot of time today."
• A small bug that does not block your work and has an obvious workaround.

The team reviews feedback in batches and uses it to set roadmap priorities. You typically will not get a reply, and that is by design — it would slow the channel down for everyone.

When to file a support ticket

The support form is the right channel any time you need a response, an account change, or help reproducing a problem. Use it for:

• Sign-in issues, password resets, or OTP failures — see Phone verification and OTP troubleshooting.
• Billing or subscription questions — see Understanding Billing: subscriptions and payment history.
• Access denied messages on your own Case — see What to do when you see access denial on a Case.
• Failed chat connections — see Troubleshooting failed chat connections.
• Verification or listing claim questions — see Website verification in listing claim.
• Anything you suspect is a security issue.

Tickets are tracked, get a reply, and trigger an audit-friendly record of the conversation. The form fields prompt you for the right context — see Contact form reasons and what to include.

What support can see and what it cannot

Support staff can verify account status, invitation history, billing state, and platform-side logs. They cannot read the contents of your Cases, Evidence, or Messages. If a ticket requires a permission change inside a Case, the Owner or Admin still has to make it — support will route the request, not bypass your role boundaries.

Choosing in a hurry

1. Are you blocked or do you need a reply? File a ticket.
2. Is it a half-thought-out idea or a small UX nit? Use the feedback widget.
3. Is it a security report? Always a ticket, always marked sensitive.

Related reading

• Why a contact form may ask you to retry
• Using the Help Center index and articles