Customer support

The Machine Learning Support Engineers (MLSEs) at Labelbox will troubleshoot issues and provide timely resolutions upon communication from users.

Our mission is to respond to and resolve your issue as quickly as possible while maintaining the highest quality of technical support. We understand and appreciate your eagerness to maximize productivity on the Labelbox platform, and we are here to unlock these opportunities for you.

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Support business hours

Support is available during our normal business hours, which span from 9:00 AM to 5:00 PM Pacific Time on Monday through Friday, with the exclusion of major U.S. holidays.

For all paying customers on annual contracts, we guarantee a first response time within 2 normal business hours, as defined above, from the time of the initial message.

How to contact support

To access the Customer Help Portal from within the Labelbox app, click on the circled ? in the top right corner. The portal will open in a new tab in your browser. Please ensure that you are signed into your Atlassian account (or complete the brief sign-up procedure using your business email) to enable the most comprehensive experience.

From here, please take a moment to determine which of the three ticket types is most applicable to your concern. You can Report an Issue, share Product Feedback or pose General Questions.

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Direct access to support

Click here for direct access to the Customer Help Portal.

How to file a ticket

Upon choosing the type of ticket you wish to open, you will be prompted with a submission form. While each ticket type is unique, the foundational elements are similar. Understanding where to find and how to select the correct information is immensely helpful to our Support team and will contribute to faster resolution times overall.

Below is a synopsis of the most important fields, how to fill them out, and what they represent:

Raise request on behalf of

The email address entered in this field should belong to the primary stakeholder of the concern being reported. The ticket will be associated with the Jira portal identity for this user and the email address should be associated with a Labelbox account.

Other users can be added as Request participants after creation of the ticket in order to view and participate in the thread.

Affected email address

The email address(es) entered in this field should represent the Labelbox account(s) in which the relevant issue is occurring. Typically, the entry here will be the same as the above field, but this is not always the case when reporting a team-related concern.

Issue Urgency

When selecting the urgency of an issue, please take a holistic view of the product and select the appropriate level from the below options:

  • High: I'm completely blocked from using Labelbox. (Example: Labelbox will not load for any team members; team members are unable to log in).

  • Medium: I'm finding it difficult to use Labelbox. (Example: The pen tool is not working properly for a large number of team members).

  • Low: I'm running into minor issues using Labelbox. (Example: The usage report on the Account page is not working properly).

  • No Urgency: Utilize this option for general questions or any concern that is not a bug.

Find an Organization ID

To find an Organization ID, click on your name in the top right corner, then Account. The Organization ID will be displayed alongside a button for quick copying.

Find a Project ID

To find a Project ID, select a project and copy the ID from the URL. The Project ID will be located immediately after projects/ and span until the next / in the URL.

Find a Dataset ID

To find a Dataset ID, navigate to the Datasets tab, select the desired dataset, and copy the ID from the URL. The Dataset ID will be located immediately after data/ and span to the end of the URL.

Find an Asset ID or Label ID

To find an Asset ID or a Label ID, navigate to the Data rows tab. Click the desired data row to open the Data browser.

  • The Asset ID will be located immediately after review/ and span until the next / in the URL (circled in blue).
  • The Label ID will be located immediately after label/ and span to the end of the URL (circled in red).

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Differentiating between IDs

Asset ID and Data row ID are used synonymously and refer to the Labelbox-generated IDs assigned to each data row in an organization.

A Label ID is only generated once annotations have been submitted on a data row. Keep in mind, when utilizing Benchmarks or Consensus, there may be more than one Label ID associated with a single data row.

How to view reported tickets

View from email

After you create a ticket, the email address entered in the on behalf of field will receive an email from [email protected]. The subject of the email will follow the format of LS-#### <Summary>, where Summary is the summary you entered when filing the ticket.

When you receive the email, click on View request to open the ticket in the Customer Help Portal. If someone else raised the ticket on your behalf and you have never used the portal, you may need to complete a brief sign-up procedure.

View from portal

Alternatively, you can view all tickets you or your teammates have created by navigating to Requests in the top right corner of the Customer Help Portal. Once here, you can filter your tickets, monitor their status, and select a ticket directly from the portal.

Best practices

Here are some best practices for getting quick resolutions on your tickets:

  1. Include attachments on your tickets. Screenshots, screen recordings, JSON files, Python snippets, and any other resources that can provide additional context for the ticket are welcomed and encouraged.

  2. Create separate tickets for separate issues. If you have multiple, unrelated questions and concerns, please open separate tickets. When possible, please refrain from raising a new issue on an existing ticket. Keeping issues separate helps us reach resolutions faster as a team and allows us to better monitor trends so that we can continue to improve our Support overall.

  3. Comment to re-open a ticket. If a ticket has been closed by the Support team and the same issue emerges -- or perhaps you have more feedback to add -- you can always comment on the ticket and it will automatically re-open.

  4. Use the Customer Support Portal. Communication on tickets will be clearer, more efficient, and easier to digest on the Jira portal compared to over email. In addition, you can use the portal to view all tickets raised by your team, which can illuminate trends and enable the consolidation of your efforts.


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