Ask a question in Help and Support

The search box at the top of Help and Support does two things.

**Type a keyword** — "invoice", "refund", "gift card" — and you get the matching articles instantly, exactly as before. Nothing about that changed.

**Type a question** — "how do I refund a ticket?", "why can't my customer see the invoice?" — and Turtini also writes you an answer, above the article list. Press **Enter** to ask straight away, or just stop typing and the answer appears on its own.

Two things to know about the answer:

1. **It is written from the help articles, not from thin air.** Underneath every answer you will see the articles it was built from. Click one to read the full walkthrough. If an article has a Wally tool behind it, an **Ask Wally** button sits next to it — Wally will walk you through the steps and then offer an action card so you can have it done for you.
2. **If nothing covers your question, it says so.** You will get "No help article covers that question yet" plus the closest articles, rather than a confident guess. A made-up answer would send you looking for a button that does not exist, so we would rather tell you the truth and hand you the nearest real article.

If an answer cites an article for a module your organization has not turned on, the source is labelled with the module it needs. The article is still worth reading — it tells you what turning that module on would give you.

Still stuck after reading the sources? Press **Contact Support** in the sidebar and a person will pick it up.