Support availability
Our support team is available from 9:00 AM to 8:00 PM Eastern Time, Monday through Friday, excluding major U.S. holidays.Status page
Before submitting a support ticket, please check our Status page to see if there are any ongoing incidents or scheduled maintenance that might be affecting the platform. This can often provide immediate answers and updates regarding widespread issues.Labelbox support bot
Our AI-powered support bot in the Labelbox platform is your first stop for quick questions and information retrieval. We recommend using the bot to scan our documentation, look up SDK functions, or learn about different data export methods. To get the most accurate answers, it’s best to ask clear and specific questions. For example, instead of asking a general question like “How do I script?”, try asking something more precise, such as “What is the SDK function to create a new project?” Well-formulated questions will help the bot give you the most insightful response. Additionally, you can use the Ask a question chat bot from anywhere in the Labelbox docs. This AI-powered chat bot allows you quickly retrieve specific content from our docs (e.g., SDK functions, export methods, etc).How to file a support ticket
To file a support ticket, you’ll need to use the Labelbox support portal.Access to the portal is by invitation only. If you don’t have an account, please contact your sales representative.
| Field | Description |
|---|---|
| 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 the 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 | Select the urgency level that best describes your issue.
|
Workspace ID
Click your initials in the left panel, select Workspace settings, and the copy the Workspace ID.
Project ID
Open a project and copy the ID from the URL. The Project ID will be the string of characters afterprojects/ and before the next /.
Dataset ID
Go to Catalog, select your dataset, and copy the ID from the URL. The Dataset ID will be the string of characters aftercatalog/dataset/.
Data Row ID and Label ID
Go to Catalog, click on a data row to open the detailed view, and find the Data row ID on the right side of the panel.
- In the URL, the data row ID will be located immediately after
data-rows/and span until the next/in the URL ( in red), followed by the label ID (in green). - The label ID will appear in the left panel (in green). Data rows that have not been labeled will not have a label ID.
How to view your support tickets
You can view your support tickets in two ways:- From your email: After you create a ticket, the email address entered in the on behalf of field will receive an email from Labelbox’s Customer Help Portal. The subject of the email will follow the format of
LS-#### <Summary>, whereSummaryis 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.
- From the support portal: Log in to the customer support portal and click Requests in the top right corner to see all tickets created by you and your team. Once here, you can filter your tickets, monitor their status, and select a ticket directly from the portal.
Best practices for getting a fast resolution
Here are some tips to help us resolve your tickets as quickly as possible:- Include attachments: Screenshots, screen recordings, JSON files, Python snippets, or any other resources that provide context are always helpful.
- 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.
- 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.
- 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.