Your flight operations made simple.

We’re excited to announce a complete overhaul of our support system. We take pride in the industry leading support we provide to everyone who uses Smart, and these changes are designed to make your experience even better. It’s important to get familiar with these updates ahead of time, so let’s dive in!

Notices

To enhance transparency and keep everyone informed, we’re introducing our new Notices system. This feature allows us to share platform updates or issues in real time, visible to all. Think of it as a public-facing support ticket, keeping you updated as we investigate and resolve matters. Our goal is to improve communication, provide reassurance, and ensure you know we’re actively addressing any issues.

Admin Visibility

Admins will be able to view all support tickets and feedback submitted by their organisation with the new "manage organisation support" permission, increasing transparency and enabling better oversight. This visibility helps admins stay informed about the issues their organisation is facing and allows them to track, comment on, and manage tickets as needed. By keeping everyone in the loop, it ensures crystal-clear communication - eliminating ambiguity and providing a shared understanding of what’s being addressed at all times.

Access Anywhere

We’ve redesigned the support experience so you can access it from anywhere in Smart without navigating away from your current page. The feedback button in the top navigation bar is replaced with a general support button, with its icon updated from a megaphone to a life ring.

Click it to access a range of support options. Additionally, support tickets and feedback notifications now open seamlessly in a drawer, keeping your workflow uninterrupted.

Share Multiple Files

Whether you're creating a support ticket, submitting feedback, or adding a comment, you will be able to upload multiple files at once - including drag and drop. Sharing ideas, screenshots, and important details has never been simpler, making it easier for us to understand and address your needs.

Feedback Votes

You may notice feedback that isn’t yours appearing in the system. Occasionally, we’ll consolidate similar feedback into a single item. To ensure your voice is still heard, you’ll be added as a “vote,” allowing you to continue contributing to the discussion. This collaborative approach, with multiple participants from different organisations, ensures the solution is well-rounded and fit for everyone’s needs.

We’re confident that these updates will improve your experience and help streamline support interactions. As always, our team is here to assist you, and we appreciate your feedback as we continue to improve Smart. If you have any questions or need assistance, don’t hesitate to reach out!